TEAM MEMBER GUIDE 2011

Capsim Management Simulations, Inc.

Welcome to Capstone
Your Registration Number
If your instructor or school did not give you a Registration Number, you will need to register online using a credit card or checking account.

Your Industry ID Number

Your instructor may have given you this number. If you know your Industry ID write it here:

If you do not know your Industry ID dont worry, just begin to register. <RX FDQ QG \RXU FRXUVH RQOLQH LI \RX NQRZ \RXU VFKRRO QDPH DQG campus. You also need to know either the section number, instructors initials or start date.

The Course Road Map

Registration
Go to www.capsim.com Click Register then follow the onscreen instructions. Establish and remember your User ID and Password

Getting Started

Use your User ID and Password to login. Click on . Capstone Go to Getting Started and follow the steps that include: - Reviewing the Rehearsal Tutorial - Downloading the Capstone VSUHDGVKHHW OH - Forming your company - and more Most instructors include team practice rounds. When the practice is over the simulation will restart from the beginning.

Practice Rounds
(if applicable)

Competition Rounds

When the Competition begins, your decisions will count! Other tasks might include: - Optional Homework Assignments - Peer Evaluations - and more

(if applicable)

Your instructor may include a Comp-XM exam. Go to the Course Page and choose Comp-XM. Follow the instructions on the Dashboard which include: - Decision making - download the Comp-XM VSUHDGVKHHW OH - Board Queries (quizzes)

Table of Contents
Your Login Information
When you register please note your User ID:
1 Introduction . . . . . . . . . . . . . . . . . . . . 2 4 6 7 9

2 The Sensor Industry

3 The Customer Survey Score 3.1 Buying Criteria and the Customer Survey Score

Password or hint to remember your Password:

3.2 Estimating the Customer Survey Score 3.3 Stock Outs and Sellers Market . 4 Operations . . . . . . . . . . . . . . . . . . . . . . . . . . .

. 10 . 10 . 10 . 12 . 14 . 15 . 18 . 20 . 21 . 21 . 24 . 26 . 27 . 28 . 28 . 29 . 30 . 31 . 32 . 33 . 35 . 36

You will need these every time you enter the simulation.

4.1 Research & Development (R&D) . 4.2 Marketing . 4.3 Production . . . . . . . . . . . . . .

The Support Team Need help? Youve got it. A live support team is available to assist you.
Were your support team. Weve played the simulation in a class similar to yours. We will explain the simulation in ways you truly will understand. If you need assistance, please submit a support ticket.

4.4 Finance

5 The Capstone Courier .

6 Proformas and Annual Reports . 7 Additional Modules 7.1 Human Resources . . . . . . . . . . . . . . . . . . . . . . .

7.2 TQM/Sustainability . 7.3 Labor Negotiations . 7.4 Advanced Marketing . 8 Situation Analysis . .

SUPPORT TICKETS: Login at www.capsim.com Click on Capstone, and then select Help > Support in the left menu.

8.1 Perceptual Map .

8.2 Industry Demand Analysis 8.3 Capacity Analysis 8.4 Margin Analysis. 8.5 Consumer Report 9 Forecasting . . . . . . . . . . . . . .

10 Six Basic Strategies

Support tickets are reviewed Monday-Friday, and on most weekends and holidays. If you have problems registering, send an email to: support@capsim.com

11 Balanced Scorecard

Team Member Guide

5 1

Time for a Shake Up

1 Introduction
Congratulations, you are now in charge of a sensor manufacturing company. Your company was formed when a former monopoly was broken up into identical competitors.
What are sensors? Cameras, biometric devices, and labs-on-achip are all sensors. New sensor businesses are being created today in arenas as diverse as genetics, power generation, and satellites. The most relevant point from your perspective is that your sensors are incorporated into your customers products. You are in a business-to-business market, not a direct-to-consumer market.

To access proformas, click the proformas menu in the Capstone Spreadsheet. To access the annual reports:

Click the Reports menu in the Capstone Spreadsheet; On the website, login to your simulation and then click the
Reports link.

1.4 Your Industry Conditions Report

Your simulated industry is unique. When launched, your instructor had options to tailor the scenario for your class. The Industry Conditions Report details conditions specic to your simulation including customer buying criteria and nancial conditions. The report will help you plan your decisions and complete the Situation Analysis. To access your report, login to your simulation then click the Reports link.

1.1 Time for a Shake Up

Although last years nancial results were decent, your products are getting old, your marketing efforts are falling short, your production lines need revamping and your nancial management is almost nonexistent. You and your management team must correct these problems.

1.5 Decision Overview

You need to coordinate strategy and tactics across all functional areas of your company:

1.2 The Capstone Courier

The Capstone Courier is an industry report that has key information about your company and your competitors. The Courier will help you nd opportunities and identify your competitors strengths and weaknesses.
The Courier displays Last Years Results. The Courier available at the start of Round 1 displays Last Years Results for Round 0, when all companies have equal standing. The Courier available at the start of Round 2 will display the results for Round 1. As the simulation progresses and strategies are implemented, results among the competing companies will begin to vary.

Research & Development or R&D Marketing Production Finance

Your simulation might also include Human Resources, TQM (Total Quality Management)/Sustainability, Labor Negotiation and Advanced Marketing modules. On the website, your simulation Dashboard will tell you if modules are scheduled.

1.5.1 Research & Development (R&D)

R&D is responsible for inventing new products and re-engineering old ones. R&D determines each products physical characteristics:

The Courier is available from two locations:

Size (The products dimensions; there is a trend towards Performance (The products speed and sensitivity; there is a MTBF (Mean Time Before Failure; the products expected life
span, measured in hours.) R&D decisions affect the perceived age of your products. Revising a products size and/or performance makes the market view it as a newer product. R&D decisions affect the material cost of your products. Decreasing size, increasing performance and increasing MTBF increase the cost of material. The length of time required to revise a product varies. Slight revisions can complete in three or four months; more comprehensive projects, two or three years. The longer the project, the greater the expense: a trend towards improvement.) miniaturization.)

On the website, login to your simulation then click the From the Capstone Spreadsheet (available from the websites
Decisions area), click Reports in the menu bar. Reports link;

1.3 Proformas & Annual Reports

Proformas and annual reports both include a balance sheet, cash ow statement and income statement. What is the difference between proformas and annual reports? Proformas are projections of the upcoming year. Annual reports are the results from the previous year. The proformas and annual reports will help you identify efciencies and weaknesses within your company.

Decision Overview

six-month project costs $500,000; a 12-month project costs $1,000,000. R&D invents products by assigning a name, performance, size and MTBF. Inventing a product always takes more than a year. Your new product cannot be built without an assembly line, and new assembly lines take one full year to install. If you invent a product, you must coordinate with Production to time the delivery of your design with the delivery of your assembly line. The number of simultaneous projects affects the time required for each project to complete. As you add projects, dates can slip. Be sure to check the revision dates of all your projects.
1.5.2 Marketing

with higher automation take longer to complete because more machines have to be retooled. Purchases of capacity and automation for new and existing products take a full year to implement. Sale of capacity is immediate. Selling all of a products capacity discontinues the product it is no longer available for sale.
1.5.4 Finance

Your Finance Department makes sure your company does not run out of money. While it is possible to fund activities entirely from operations, it is unlikely to happen in the early years. The company will need to turn to the capital markets. The company has three outside sources of money:

For each product, the Marketing Department sets a:

Price Promotion Budget (Promotion budgets create awareness;

100% awareness means every customer knows about your product.) Sales Budget (Sales budgets build accessibility via salespeople and distribution systems; 100% accessibility means every customer can easily interact with your company.) Sales Forecast (Forecasts are used by Production and Finance.)

Stock Issues Current Debt (These are one year bank notes.) Bonds (These are 10 year notes.)
Other Finance Department activities include:

Issuing Dividends (Reduces retained earnings and increases Retiring Stock (The company can buy back stock to reduce Retiring Bonds (The company can retire bonds before they Determining accounts payable and accounts receivable
policies If the company runs out of money during the year, emergency loans are issued by a lender of last resort, affectionately known as Big Al. Big Al will automatically keep the company aoat with a loan for the needed amount. Big Al charges a 7.5% penalty in addition to the companys current debt rate. Emergency loans convert to current debt at the beginning of the following year. Emergency loans will lower your stock price.
1.5.5 Inter-Department Coordination R&D and Marketing

leverage.)

shares outstanding.) come due.)

At the beginning of the simulation, each product is intended for a primary group of customers, also known as a market segment. Demand and growth rates for each segment vary. Marketing determines a sales forecast by assessing last years sales, the segments growth rate and the characteristics of the product versus its competitors.
1.5.3 Production

For each product, your Production Department:

Schedules the number of units to manufacture based on

Marketings sales forecasts, while also considering unsold units from the previous year (inventory); Changes capacity and automation on existing assembly lines.

Your R&D Department works with Marketing to make sure your product line meets customer expectations.
R&D and Production

Production also adds assembly lines to manufacture new products. Every assembly line has a rst shift capacity. First shift capacity is the number of units that can be produced each year with a daily eight hour shift. If your production schedule exceeds the amount that can be built on rst shift, work is scheduled on a second shift. Second shift labor costs are 50% higher than the rst shift, but adding a second shift saves the expense of adding capacity and increases the asset utilization of the assembly line. Every assembly line has an automation rating. A line with low automation has more workers and therefore higher labor costs. A line with high automation has fewer workers and lower labor costs, but increasing automation is expensive. Also, R&D revisions for products R&D works with Production to ensure assembly lines are purchased for new products. If Production discontinues a product, it should notify R&D. Production and R&D also discuss automation increases and their impact on revision dates.
Marketing and Production

Your Marketing Department works with Production to make sure manufacturing runs are in line with forecasts. Marketings market growth projections also help Production determine appropriate levels of capacity. If Marketing decides to discontinue a product, it tells Production to sell all of that products capacity.

Team Member Guide

The Rehearsal Tutorial

Marketing and Finance

1.7.2 Competition Rounds

Marketing works with Finance to project revenues for each product (price multiplied by forecast) and to set the Accounts Receivable policy.
Finance and Production

After the conclusion of the Practice Rounds, the simulation is reset and the Competition begins. Companies compete for up to eight rounds, with each round simulating one year in the life of a company.

Production tells Finance it needs money for additional capacity and automation. If Finance cannot raise enough money through stock, bonds and working capital, it can tell Production to scale back its requests, or perhaps sell idle capacity.
Finance and All Departments

1.8 Company Success

The board selected you and your fellow managers because of your strategic vision and tactical skills. The company expects you to make it a market leader. Successful managers will:

The Finance Department acts as a watchdog over company expenditures. Finance should review Productions decisions. Is Production manufacturing too many or too few units? Does it need additional capacity? Has Production considered labor cost versus automation purchases? Finance should crosscheck Marketings forecasts and pricing. Are forecasts too high or too low? Is pricing correct for the targeted segment? Finance can determine a range of possible outcomes for the year by changing (but not saving) Marketings forecasts then checking the proformas. Lowering the forecasts will decrease revenue and increase inventory (worst case); raising the forecasts will increase revenue and decrease inventory (best case).
Finance can print the worst case and best case proformas, then compare them to the annual reports after the round advances.

Create a strategy; Coordinate company activities; Analyze the market and its competing products.
Careful study of the rest of this guide can help greatly with these efforts. Best of luck with running your company! ______________

2 The Sensor Industry

Your customers fall into ve groups which are called market segments. A market segment is a group of customers who have similar needs. The segments are named for the customers primary requirements, and are called:

1.6 The Rehearsal Tutorial

The Rehearsal Tutorial teaches decision entries for R&D, Marketing, Production and Finance. The Rehearsal is an individual tutorial that you can review before joining a company. The Rehearsal is available from the websites Decisions area.

1.7 The Capstone Spreadsheet

You will use the Capstone Spreadsheet to enter departmental decisions and review proformas for each round of the simulation. The Capstone Spreadsheet is available from the websites Decisions area.
1.7.1 Practice Rounds

Traditional Low End High End Performance Size

At the beginning of the simulation, Traditional and Low End make up the majority of the unit sales. However, the Traditional and Low End growth rates trail the growth rates for High End, Performance and Size. By year ve, High End, Performance and Size will command a greater percentage of the overall market. The Industry Conditions Report, available from the websites Reports link, lists market segment sales percentages and projected growth rates for your simulation.

The Practice Rounds allow you to organize workow among the members of your team and practice making departmental decisions. In Practice Rounds, you will begin to compete against the other companies in your simulation, or, if you are in a Footrace competition, against a common set of computer-run companies.

2.1 Buying Criteria

Customers within each market segment employ different standards as they evaluate products. They consider four buying criteria: Price, Age, MTBF (reliability), and Positioning.

Buying Criteria

2.1.1 Price

Each segment has different price expectations. For example, Low End customers seek inexpensive products while High End customers, who need premium products, are willing to pay higher prices.
2.1.2 Age

A A sensor with a product with a performance of 8 8 performance of and a a size of 12 is and size of 12 is positioned here. positioned here.

Each segment has different age expectations, that is, the length of time since the product was invented or revised. High End customers want brand new technology while Traditional customers prefer technology that has been in the market for a few years (see 4.1.4 A Sensors Age).
2.1.3 MTBF (Mean Time Before Failure) or Reliability

MTBF (Mean Time Before Failure) is a measure of reliability. Each segment has a different MTBF criteria. Performance customers are extremely interested in high MTBFs while Low End customers are satised with lower MTBFs.
2.1.4 Positioning

Figure 2.1 The Perceptual Map Used in the Simulation: The Perceptual Map plots product size and performance characteristics.

Sensors vary in their dimensions (size) and the speed/sensitivity with which they respond to changes in physical conditions (performance). Combining size and performance creates a product attribute called positioning.
The Perceptual Map

2.1.5 Market Segment Positions on the Perceptual Map

Positioning is such an important concept that marketers developed a tool to track the position of their products and those of their competitors. This tool is called a Perceptual Map. Note the Perceptual Map in Figure 2.1. You will see this map quite often through the course of the simulation. The map measures size on the vertical axis and performance on the horizontal axis. The arrow points to a product called Able with a performance of 8 and a size of 12.

Customers within each market segment have different positioning preferences. Low End customers want inexpensive products that are slow performing and are large in size. They want products that fall inside the set of circles to the upper left in Figure 2.2. High End customers want products that are fast performing and small in size. They want products that fall within the set of circles to the lower right. Over time, your customers expect products that are smaller and faster. This causes the segments to move or drift a little each month. As the years progress, the drift becomes signicant. Figure 2.3 shows the location of the market segments at the end of the fourth year. Figure 2.4 shows the segments at the end of the eighth year.

LOW END

PERFORMANCE LOW END PERFORMANCE TRADITIONAL SIZE HIGH END TRADITIONAL HIGH END SIZE LOW END PERFORMANCE

TRADITIONAL SIZE HIGH END

Example!

See your Industry Conditions Report for exact segment locations.

Figure 2.2 Beginning Segment Positions: At the beginning of the simulation, segment positions are clustered in the upper left portion of the perceptual map.

Figure 2.3 Segment Positions at the End of Year 4: The segments have moved to the middle of the map. The overlap between the segments decreases because the Low End and Traditional segments move at slower speeds.

Figure 2.4 Segment Positions at the End of Year 8: The segments have moved to the lower right; very little overlap remains.

Team Member Guide

Buying Criteria by Segment

High End, Performance and Size customers demand greater product improvement than Traditional and Low End customers. Therefore the High End, Performance and Size market segments drift at a faster rate. As time goes on, the overlap between the segments is less and less.
Drift rates are published in the Industry Conditions Report.

2.2 Buying Criteria by Segment

Buyers in each segment place a different emphasis upon the four buying criteria. For example, Low End customers are most interested in price, while High End customers are most interested in positioning. Positioning and price criteria change each year. Age and MTBF criteria remain the same year after year. Buying Criteria for the previous year are reported in The Capstone Couriers Segment Analysis pages. As you take over the company to make decisions for Round 1, your reports reect customer expectations as of December 31, Round 0 (yesterday). The Industry Conditions Report displays the Round 0 buying criteria for each market segment. Here are two example segments. Example 1 customers seek proven products at a modest price.

Market segments will not move faster to catch up with products that are better than their expectations. High End customers will refuse to buy a product to the lower right of the circles. Customers are only interested in products that fall within the circles on the Perceptual Map!
In the simulation, there are zero customers interested in products positioned outside of the dashed circles.

Your R&D and Marketing Departments have to make sure your products keep up with changing customer positioning requirements. To do this, R&D must reposition products, keeping them within the moving segment circles. See 4.1 Research & Development (R&D) for more information.
Perceptual Maps can be used to plot any two product characteristics. For example, cereal manufacturers could plot nutrition and taste. The dots in the figure to the right represent sales of breakfast cereals based on ratings of taste and nutrition. There are few sales in the upper left corner not many consumers want products that have poor taste and poor nutrition. As they review product sales, marketers would notice three distinct clusters; the cluster to the lower left indicates a group of customers that is more interested in nutrition than taste. The cluster to the upper right indicates a group that is more interested in taste than nutrition. The cluster to the lower right indicates a group that wants both good taste and good nutrition. The clusters, or market segments, could then be named Taste, Nutrition and Ambrosia. The simulation uses a similar positioning method to name its market segments.

Age, 2 years importance: 47% Price, $20.00-$30.00 importance: 23% Ideal Position, performance 5.0 size 15.0 importance: 21% MTBF, 14,000-19,000 importance: 9%
Example 2 customers seek cutting-edge technology in size/ performance and new designs.

Ideal Position, performance 8.9 size 11.1 importance: 43% Age, 0 years importance: 29% MTBF, 20,000-25,000 importance: 19% Price, $30.00-$40.00 importance: 9%
______________

3 The Customer Survey Score

In any month, a products demand is driven by its monthly customer survey score. Assuming it does not run out of inventory, a product with a higher score will outsell a product with a lower score.
Customer survey scores are calculated 12 times a year. The December customer survey scores are reported in The Capstone Couriers Segment Analysis pages.

A customer survey score reects how well a product meets its segments buying criteria. Company promotion, sales and accounts receivable policies also affect the survey score. Scores are calculated once each month because a products age and positioning change a little each month. If during the year a product is revised by Research and Development, the products age, positioning

Buying Criteria and the Customer Survey Score

and MTBF characteristics can change quite a bit. As a result, it is possible for a product with a very good December customer survey score to have had a much poorer score and therefore poorer sales in the months prior to an R&D revision. Prices, set by Marketing at the beginning of the year, will not change during the year.

3.1 Buying Criteria and the Customer Survey Score

The customer survey starts by evaluating each product against the buying criteria. Next, these assessments are weighted by the criterias level of importance. For example, some segments assign a higher importance to positioning than others. A well-positioned product in a segment where positioning is important will have a greater overall impact on its survey score than a well-positioned product in a segment where positioning is not important (see 3.2 Estimating the Customer Survey Score).
A perfect customer survey score of 100 requires that the product: Be positioned at the ideal spot (the segment drifts each month, so this can occur only one month per year); be priced at the bottom of the expected range; have the ideal age for that segment (unless they are revised, products grow older each month, so this can occur only one month per year); and have an MTBF specification at the top of the expected range. Your customers want perfection, but it is impractical to have a perfect product, and the more perfect the product, the higher its costs. Your task is to give customers great products while still making a profit. Your competitors face the same dilemma.

Example!
See your Industry Conditions Report for exact information.
Figure 3.1 Positioning Scores: The example on the left displays a positioning score for a segment that prefers products with slower performance and larger size. The example on the right displays a score for a segment that demands cutting edge products with high performance and small size. The orange areas represent the segment rough cuts, where scores rapidly decrease towards 0.

The solid inner circle denes the heart of the segment. Customers want products in the heart of segment. We call the solid circle the ne cut because products within it make the ne cut. The ideal spot is that point in the heart of the segment where, all other things being equal, demand is highest. We call the orange boundary areas in Figure 3.1 the rough cut area. The green areas represent the ne cut area. The black dots are the ideal spots. The segment is moving across the Perceptual Map a little each month. In a perfect world your product would be positioned in front of the ideal spot in January, on top of the ideal spot in June, and trail the ideal spot in December. In December it would complete an R&D project to jump in front of the ideal spot for next year.
Positioning in the Rough Cut Area

3.1.1 Positioning Score

Conceptually, a segment is dened by customers saying, I want this (whatever this is), but within limits. It is vital for marketers to understand both what the customers want and their boundaries. The Perceptual Map captures these ideas with circles. Each segment is described with a dashed outer circle, a solid inner circle, and a dot we call the ideal spot. The dashed outer circle denes the outer limit of the segment. Customers are saying, I will NOT purchase a product outside this boundary. We call the dashed circle the rough cut circle because any product beyond it fails the rough cut and is dropped from consideration. However, a product just inside the circle does not mean customers are delighted. A product near the outer limit is badly positioned.

What happens to products that plot in the rough cut area? These products are badly positioned. Customers will consider them, but they are at a signicant disadvantage to products inside the ne cut circle. Specically, products inside the rough cut have reduced customer survey scores. Their customer survey score drops in a linear fashion. Just beyond the ne cut circle the score drops 1%. Halfway between the ne and rough cut circles the score drops 50%. The customer survey score drops 99% for products that are just inside the rough cut circle.
Sensors that are about to enter the orange areas can be revised by Research & Development (see 4.1.1 Changing Performance, Size and MTBF).

The location of each segments rough cut circle as of December 31 of the previous year appears on page 11 of the Courier.

Team Member Guide

Buying Criteria and the Customer Survey Score

Positioning Inside the Fine Cut

In Figure 3.1, products that plot within 2.5 units of the center of the segment are inside the green, ne cut circles. Ideal spots for each segment are illustrated by the black dots. The example on the left illustrates a segment that wants proven, inexpensive technology. The ideal spot trails the segment, where material costs are lower. The example on the right illustrates a segment that wants cutting-edge technology. The ideal spot is located towards the leading edge of the circle, where size is smaller and performance is faster.
Participants often ask, Why are some ideal spots ahead of the segment centers? The segments are moving. From a customers perspective, if they buy a product at the ideal spot, it will still be a cutting edge product when it wears out. For contrast, if they buy a product at the trailing edge, it will not be inside the segment when it wears out.

reduced by approximately 99%. At $5.00 outside the range, demand for the product is zero.
Price Fine Cut

Within each segments price range, price scores follow a classic economic demand curve (green bow, Figure 3.2): As price goes down, the price score goes up.
3.1.3 MTBF Score

Each segment sets a 5,000 hour range for MTBF (Mean Time Before Failure), the number of hours a product is expected to operate before it malfunctions.
MTBF Rough Cut

A products positioning score changes each month because segments and ideal spots drift a little each month. Placing a product in the path of the ideal spot will return the greatest benefit though the course of a year.

3.1.2 Price Score

Every segment has a $10.00 price range. Price ranges in all segments drop $0.50 per year. Segment price expectations correlate with the segments position on the Perceptual Map. Segments that demand higher performance and smaller sizes are willing to pay higher prices.
Price ranges for Round 0 (the year prior to Round 1) are published in the Segment Analysis pages of The Capstone Courier.

Demand scores fall rapidly for products with MTBFs beneath the segments guidelines. Products with an MTBF 1,000 hours below the segment guideline lose 20% of their customer survey score. Products continue to lose approximately 20% of their customer survey score for every 1,000 hours below the guideline, on down to 4,999 hours, where the customer survey score is reduced by approximately 99%. At 5,000 hours below the range, demand for the product falls to zero.
MTBF Fine Cut

Price Rough Cut

Within the segments MTBF range, the customer survey score improves as MTBF increases (Figure 3.3). However, material costs increase $0.30 for every additional 1000 hours of reliability. Customers ignore reliability above the expected range demand plateaus at the top of the range.
3.1.4 Age Score

Figure 3.3 Mean Time Before Failure (MTBF) Score: As MTBF increases the score increases. Customers are indifferent to MTBFs above the segment range.

Sensors priced $5.00 above or below the segment guidelines will not be considered for purchase. Those products fail the price rough cut. Sensors priced $1.00 above or below the segment guidelines lose about 20% of their customer survey score (orange lines, Figure 3.2). Sensors continue to lose approximately 20% of their customer survey score for each dollar above or below the guideline, on up to $4.99, where the score is

The age criteria does not have a rough cut; a product will never be too young or too old to be considered for purchase. Segments that want cutting-edge technology prefer newer products the ideal ages for these segments are generally less than one and a half years. Other segments prefer proven technology. These segments seek older designs. Each month, customers assess a products age and award a score based upon their preferences. Examples of age preferences are illustrated in Figure 3.4.
Age preferences for each segment are published in the
Figure 3.2 Classic Price/Demand Curve (Green Bow): As price drops demand (price score) rises. Scores drop above and below the price range (orange lines).

Industry Conditions Report and the Segment Analysis pages of The Capstone Courier.

Estimating the Customer Survey Score

3.2 Estimating the Customer Survey Score

The customer survey score drives demand for your product in a segment. Your demand in any given month is your score divided by the sum of the scores. For example, if your products score in April is 20, and your competitors scores are 27, 19, 21, and 3, then your products April demand is: 20/(20+27+19+21+3) = 22% Assuming you had enough inventory to meet demand, you would receive 22% of segment sales for April. What generates the score itself? Marketers speak of the 4 Ps price, product, promotion and place. Price and product are found in the buying criteria. Together they present a price-value relationship. Your promotion budget builds awareness, the number of customers who know about your product before shopping. Your sales budget (place) builds accessibility, the ease with which customers can work with you after they begin shopping. To the 4 Ps we can add two additional elements credit terms and availability. Credit terms are expressed by your accounts receivable policy. Availability addresses inventory shortages. To estimate the customer survey score, begin with the buying criteria available in the Couriers Segment Analysis reports. For example, suppose the buying criteria are:

Observe that the segment weighs the criteria at: Age 47%, Price 23%, Positioning 21%, and MTBF 9%. You can convert these percentages into points. Price is worth 23 points. The perfect Round 0 price of $20.00 gets 23 points, but at the opposite end of the price range, a price of $30.00 would get only one point. Therefore, you can use the gures that describe the buying criteria to estimate a base score for a product. However, the base score can fall because of poor awareness (promotion), accessibility (place), or the credit terms you extend to your customers.
3.2.1 Accounts Receivable

A companys accounts receivable policy sets the amount of time customers have to pay for their purchases. At 90 days there is no reduction to the base score. At 60 days the score is reduced 0.7%. At 30 days the score is reduced 7%. Offering no credit terms (0 days) reduces the score by 40% (see 4.4.5 Credit Policy).
3.2.2 Awareness

Awareness is built over time by the products promotion budget. Promotion budgets are put towards advertising and public relations campaigns. Suppose your product has not been promoted for many years while a competitor has aggressively promoted its product. Your awareness is 0%, their awareness is 100%. If you and your competitors products are otherwise identical, your products survey score will be half the score of the competitors. A product with 0% awareness loses half its base score. At 50% awareness, it loses 25% of its base score. At 100% awareness it keeps its entire base score. Mathematically this expresses itself as: [(1+awareness)/2] * base score A product with 0% awareness does not have 0% demand. Consider a world where all products had 0% awareness. Customers need products. They would search until they found products that met their criteria. But in this world, suppose a mediocre product had 100% awareness. It would have a signicant advantage against similar products. Awareness, then, affects the competitive rivalry. It reduces search costs for customers, and increases costs for vendors.
3.2.3 Accessibility

Age, 2 years importance: 47% Price, $20.00-$30.00 importance: 23% Ideal Position, performance 5.0 size 15.0 importance: 21% MTBF, 14,000-19,000 importance: 9%
A perfect score of 100 requires that the product have an age of 2.0 years, a price of $20.00, positioning at the ideal spot (5.0 and 15.0), and an MTBF of 19,000 hours.

Accessibility is built over time by the products sales budget. Sales budgets are put towards salespeople and distribution systems.

Example!
See your Industry Conditions Report for exact information.
Figure 3.4 Age Scores: The example on the left displays an age score for a segment that prefers products that have an age of one year. The example on the right displays a score for a segment that prefers products that are two years old.

For estimating the impact upon the customer survey score, accessibility works like awareness. However, the processes for building awareness and accessibility are quite different: Awareness is concerned with before the sale; accessibility is concerned with during and after the sale. A product with 0% accessibility loses half its base score. At 50% accessibility, it loses 25% of its base score. At 100% accessibility it keeps its entire base score. Mathematically this expresses itself as:

Team Member Guide

Stock Outs and Sellers Market

[(1+ accessibility)/2] * base score Like awareness, 0% accessibility does not imply zero sales. The arguments parallel those presented for awareness. Accessibility affects the competitive rivalry. It reduces acquisition costs for customers, and increases costs for vendors. See 4.2 Marketing for more information on awareness and accessibility.
If the TQM/Sustainability module is enabled, some initiatives can increase the customer survey score. See 7.2 TQM/ Sustainability.

exits a segment. This creates a windfall opportunity for the remaining competitors. However it is easy to demonstrate that a company should always have enough capacity to meet demand from its customers. (Consider the question, What happens to price if every competitor has just enough capacity to meet demand from its customers?).
How can you be sure of a sellers market? You cant, unless you are certain that industry capacity, including a second shift, cannot meet demand for the segment. In that case even very poor products will stock out as customers search for anything that will meet their needs.

3.3 Stock Outs and Sellers Market

What happens when a product generates high demand but stocks out? The unmet demand is divided between the remaining products in proportion to their customer survey scores. This could happen in any month. To assist with diagnosing stock outs and their impacts, see the Market Share Report on page 10 of The Capstone Courier. Usually, a product with a low customer survey score has low sales. However, if a segments demand exceeds the supply of products available for sale, a sellers market emerges. In a sellers market, customers will accept low scoring products as long as they fall within the segments rough cut limits. For example, desperate customers with no better alternatives will buy:

______________

4 Operations
Every company starts the simulation with ve products. Your company has one product for each segment. You have one assembly line per product. Products can be terminated or added. Your company must have at least one product and cannot have more than eight. Your decisions, made every year on January 1, are carried out by your employees throughout the year.

A product positioned just inside the rough cut circle on the

Perceptual Map outside the circle they say no to the product; A product priced $4.99 above the price range at $5.00 customers reach their tolerance limit and refuse to buy the product; A product with an MTBF 4,999 hours below the range at 5,000 hours below the range customers refuse to buy the product.

4.1 Research & Development (R&D)

The Research & Development (R&D) Department invents new products and changes specications for existing products. Changing size and/or performance repositions a product on the Perceptual Map (see 2.1.4 Positioning). Improving performance and shrinking size moves the product towards the lower right on the map. Your R&D decisions are fundamental to your Marketing and Production plans. In Marketing, R&D addresses:

Watch out for three common tactical mistakes in a sellers market: 1. After completing a capacity analysis, a team decides that industry demand exceeds supply. They price their product $4.99 above last rounds published price range, forgetting that price ranges fall by $0.50 each round. Demand for the product becomes zero. They should have priced $4.49 above last years range. 2. A team disregards products that are in the positioning rough cut. These products normally can be ignored because they have low customer survey scores. However when the team increases the price, the customer survey score falls below the products in the rough cut areas, which are suddenly more attractive than their product. 3. The company fails to add capacity for the next round. Typically a sellers market appears because a competitor unexpectedly

The positioning of each product inside a market segment on The number of products in each segment The age of your products The reliability (MTBF rating) of each product
In Production, R&D affects or is affected by: the Perceptual Map

The cost of material The purchase of new facilities to build new products

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Research & Development (R&D)

Automation levels (The higher the automation level, the

longer it takes to complete an R&D project.) All R&D projects begin on January 1. If a product does not have a project already underway, you can launch a new project for that product. However, if a project begun in a previous year has not nished by December 31 of last year, you will not be able to launch a new project for that product (the decision entry cells in the R&D area of the Capstone Spreadsheet will be locked).
4.1.1 Changing Performance, Size and MTBF

material cost. A product with 20,000 hours reliability includes $6.00 in reliability costs: ($0.30 * 20,000) / 1,000 = $6.00 Improving positioning and reliability will make a product more appealing to customers but doing so increases material costs.
Material costs displayed in the spreadsheet and reports are the combined positioning and MTBF costs.

A repositioning project moves an existing product from one location on the Perceptual Map to a new location, generally (but not always) down and to the right. Repositioning requires a new size attribute and/or a new performance attribute. To keep up with segment drift, a product must be made smaller (that is, decrease its size) and better performing (that is, increase its performance). Positioning affects material costs (Figure 4.1). The more advanced the positioning, the higher the cost. At the beginning of the simulation, the trailing edge of the Low End ne cut has the lowest cost, at $1.00; the leading edge of the High End ne cut has the highest cost, at $10.00. The reliability rating, or MTBF, for existing products can be adjusted up or down. Each 1,000 hours of reliability (MTBF) adds $0.30 to the

4.1.2 Inventing Sensors

New products are assigned a name (click in the rst cell that reads NA in the name column), performance, size and MTBF. Of course, these specications should conform to the criteria of the intended market segment. The name of all new products must have the same rst letter of the company name. The Production Department must order production capacity to build the new product one year in advance. Invention projects take at least one year to complete.
All new products require capacity and automation, which should be purchased by the Production Department in the year prior to the products revision (release) date. If you dont buy the assembly line the year prior to its introduction, you cannot manufacture your new product! It is not possible to produce new products prior to the revision date. A new product with a revision date of July 1 will be produced in the second half of the year. The capacity and automation will stand idle for the first half of the year.

4.1.3 Project Management

Segment circles on the Perceptual Map move at speeds ranging from 0.7 to 1.3 units each year. You must plan to move your products (or retire them) as the simulation progresses. Generally, the longer the move on the Perceptual Map, the longer it takes the R&D Department to complete the project. Project lengths can be as short as three months, or as long as three years. Project lengths will increase when the company puts two or more products into R&D at the same time. When this happens each R&D project takes longer. Assembly line automation levels also affect project lengths. R&D project costs are driven by the amount of time they take to complete. A six-month project costs $500,000; a one-year project costs $1,000,000. Sensors will continue to produce and sell at the old performance, size and MTBF specications up until the day the project completes, shown on the spreadsheet as the revision date. Unsold units built prior to the revision date are reworked free of charge to match the new specications.

Figure 4.1 Material Positioning Costs: Material positioning costs vary depending on the products relative location on the Perceptual Map. Products placed at the trailing edge of the Low End segment have a positioning component cost of $1.00; products placed at the leading edge of the High End segment have a positioning component cost of $10.00. The red arrows point to positioning component cost locations for a Traditional product ($5.50) and a Size product ($7.30).

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Marketing

If the project length takes more than a year, the revision date will be reported in the next Capstone Courier. However the new performance, size and MTBF will not appear; old product attributes are reported prior to project completion.

4.2 Marketing
Marketing is concerned with pricing, promotion budgets, sales budgets and sales forecasts.
4.2.1 Pricing Sensors

When products are created or moved close to existing products, R&D completion times diminish. This is because your R&D Department can take advantage of existing technology. If the module is active, TQM/Sustainability investments can also decrease R&D times (see 7.2 TQM/Sustainability). It is important to verify completion dates after all decisions have been entered. Usually you want repositioning projects to nish in less than a year. For example, consider breaking an 18 month project into two separate projects, with the rst stage ending just before the end of the current year and the second ending halfway through the following year.
4.1.4 A Sensors Age

Price was discussed in 3.1.2. To review, appeal falls to zero when prices go $5.00 above or below the expected price range. Price drives the products contribution to prot margin. Dropping the price increases appeal but reduces prot per unit. Segment price ranges fall at a rate of $0.50 per year. For example, if in Round 0, Traditional customers expect a price between $20.00 and $30.00, then in Round 1, the Traditional price range will be $19.50$29.50; Round 2, $19.00-$29.00, etc. This puts pressure on companies to improve their cost structures.
4.2.2 Promotion and Sales Budgets

It is possible for a product to go from an age of 4 years to 2 years. How can that be? When a product is moved on the Perceptual Map, customers perceive the repositioned product as newer and improved, but not brand new. As a compromise, customers cut the age in half. If the products age is 4 years old, on the day it is repositioned, its age becomes 2 years old. Therefore, you can manage the age of a product by repositioning the product. It does not matter how far the product moves. Aging commences from the revision date.
Changing MTBF alone will not affect a products age.

Promotion and sales budgets affect product appeal. See 3.2 Estimating the Customer Survey Score for more information.
Promotion

Each products promotion budget determines its level of awareness. A products awareness percentage reects the number of customers who know about the product. 50% awareness indicates half of the potential customers know it exists. From one year to the next, a third of those who knew about a product forget about it. Last Years Awareness - (33% * Last Years Awareness) = Starting Awareness If a product ended last year with an awareness of 50%, this year it will start with an awareness of approximately 33%. This years promotion budget would build from a starting awareness of 33%.

Age criteria vary from segment to segment. For example, if a segment prefers an age of two years, and the products age approaches 3 years, customers will lose interest (see Figure 3.4). Repositioning the product drops the age from 3 to 1.5 years and customers will become interested again.
Login to the Capstone Spreadsheet and click the Decisions menu. Select Research & Development. To change a products performance, enter a number in the New Pfmn cell; to change its size, enter a number in the New Size cell. To change the reliability rating, enter a number in the MTBF cell. As you vary the specifications, observe the effect upon the revision date, project cost, material cost, and age.

The Rehearsal Tutorial covers R&D decisions. See the websites Decisions area for complete information about the Rehearsal.
Figure 4.2 Promotion Budget: Increases in promotion budget have diminishing returns. The first $1,500,000 buys 36% awareness; spending another $1,500,000 (for a total of $3,000,000) buys just under 50%. The second $1,500,000 buys less than 14% more awareness.

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Starting Awareness + Additional Awareness From Figure 4.2 = New Awareness Figure 4.2 indicates a $1,500,000 promotion budget would add 36% to the starting awareness, for a total awareness of 69% (33 + 36 = 69). Figure 4.2 indicates a $3,000,000 budget would add 50% to the starting awareness, only 14% more than the $1,500,000 expenditure (33 + 50 = 83). This is because further expenditures tend to reach customers who already know about the product. Once your product achieves 100% awareness, you can scale back the products promotion budget to around $1,400,000. This will maintain 100% awareness year after year.
The Segment Analysis pages in The Capstone Courier report awareness.

accessibility is reached, you can scale back to around $3,300,000 to maintain 100%.
Sales budgets are less effective when products are not completely positioned in the fine cut circle, when prices rise above segment guidelines or when MTBFs fall below segment guidelines.

The Segment Analysis pages in The Capstone Courier report accessibility.

New products are newsworthy events. The buzz creates 25% awareness at no cost. The 25% is added to any additional awareness you create with your promotion budget.
Accessibility and Awareness numbers change if the Advanced Marketing module is active (see 7.4 Advanced Marketing).

Think of awareness and accessibility as before and after the sale. The promotion budget drives awareness, which persuades the customer to look at your product. The sales budget drives accessibility, which governs everything during and after the sale. The promotion budget is spent on advertising and public relations. The sales budget is spent on distribution, order entry, customer service, etc. Awareness and accessibility go hand and hand in making the sale. The former is about encouraging the customer to choose your product; the latter about closing the deal via your salespeople and distribution channels.
4.2.3 Sales Forecasting

Sales

Each products sales budget contributes to segment accessibility. A segments accessibility percentage indicates the number of customers who can easily interact with your company salespeople, customer support, delivery, etc. Like awareness, if your sales budgets drop to zero, you lose one third of your accessibility each year. Unlike awareness, accessibility applies to the segment, not the product. If your product exits a segment, it leaves the old accessibility behind. When it enters a different segment, it inherits that segments accessibility. If you have two or more products that meet a segments ne cut criteria, the sales budget for each product contributes to that segments accessibility percentage. This has two important implications: 1. The more products you have in the segments ne cut, the stronger your distribution channels, support systems, etc. This is because each products sales budget contributes to the segments accessibility. 2. Achieving 100% accessibility is difcult. Companies must have at least two products in the segments ne cut. Each product experiences diminishing returns at a sales budget of $3,000,000. Diminishing returns for the overall segment are not reached until the budgets total $4,500,000 (for example, two products with sales budgets of $2,250,000 each). Once 100%

Accurate sales forecasting is a key element to company success. Manufacturing too many units results in higher inventory carrying costs. Manufacturing too few units results in stock outs and lost sales opportunities, which can cost even more (see 9 Forecasting).
Login to the Capstone Spreadsheet and click the Decisions menu. Select Marketing. Use this area to determine each products Price, Promotion Budget, Sales Budget and Sales Forecast.

Whats the difference between the Computer Prediction and Your Sales Forecast? The Computer Prediction (in yellow) cannot consider what your competitors are actually doing. It does not know. Instead it assumes each of your competitors will offer one mediocre product (with a customer survey score of 20) in each segment. It benchmarks how your product would do against this mediocre playing field. The Computer Prediction, expressed as units demanded, changes as you make decisions about your product. You use the Computer Prediction to evaluate the impact your decisions will have upon your products appeal. For example, you can estimate the impact a price change will have upon demand.

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Production

The Your Sales Forecast column overrides the Computer Prediction with your own projection for unit sales (see 9 Forecasting). Until you provide a sales forecast, the computer uses its mediocre Computer Prediction to predict your proforma financial statements. Always override the Computer Prediction with your own forecast. The remaining cells display the financial impacts of your decisions: The dollar value limit of capacity and automation purchases is largely determined by the maximum amount of capital that can be raised through stock and bond issues plus excess working capital (see 4.4 Finance).

4.3.2 Discontinuing A Sensor

Gross Revenue Forecast (Price multiplied by either the Variable Costs (Labor, Material and Inventory Carrying Contribution Margin Forecast (Gross Revenue minus Less Promotion and Sales (Contribution Margin Forecast
minus the products Promotion Budget and Sales Budget.) The Rehearsal Tutorial covers Marketing decisions. See the websites Decisions area for complete information about the Rehearsal Tutorial. variable costs.) costs subtracted from the Gross Revenue Forecast.) Computer Prediction or, if entered, Your Sales Forecast.)

If you sell all the capacity on an assembly line, Capstone interprets this as a liquidation instruction and will sell your remaining inventory for half the average cost of production. Capstone writes off the loss on your income statement. If you sell all but one unit of capacity, your inventory will not be liquidated and it can be sold for full price.
4.3.3 Automation

Automation levels are given a scale of 1.0 to 10.0. The lowest automation level is 1.0; the highest level is 10.0. At the start of the simulation, all assembly lines have an automation level between 3.0 and 5.0. As automation levels increase, the number of labor hours required to produce each unit falls. At an automation rating of 1.0, labor costs are highest. Each additional point of automation decreases labor costs approximately 10%. At a rating of 10.0, labor costs fall about 90%.

4.3 Production
The Production Department schedules manufacturing runs for each product. At the start of the simulation, your production plant has ve lines with room for three more. Each assembly line is unique to the product it manufactures. You cannot move a product from one assembly line to another because automation levels vary and each product requires special tooling. Production schedules for each product should consider Marketings forecasts and any inventory left over from the previous year.
4.3.1 Capacity

First shift capacity is dened as the number of units that can be produced on an assembly line in a single year with a daily eight hour shift. An assembly line can produce up to twice its rst shift capacity with a second shift. An assembly line with a capacity of 2,000,000 units per year could produce 4,000,000 units with a second shift. However, second shift wages are 50% higher than the rst shift. Each new unit of capacity costs $6.00 for the oor space plus $4.00 multiplied by the automation rating. The Production spreadsheet will calculate the cost and display it for you. Increases in capacity require a full year to take effect increase it this year, use it next year. Capacity can be sold at the beginning of the year for $0.65 on the dollar value of the original investment. You can replace the capacity in later years, but you have to pay full price. If you sell capacity for less than its depreciated value, you lose money, which is reected as a write-off on your income statement. If you sell capacity for more than its depreciated value, you make a gain on the sale. This will be reected as a negative write-off on the income statement (see 6.3 Income Statement).
Figure 4.3 Time Required to Move a Sensor on the Perceptual Map 1.0 Unit at Automation Levels 1 Through 10

Labor costs increase each year because of the Annual Raise in labors contract. Optional Labor Negotiations, TQM/ Sustainability and Human Resources modules can also affect labor costs (see 7 Additional Modules).

Despite its attractiveness, two factors should be considered before raising automation:

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1. Automation is expensive: At $4.00 per point of automation, raising automation from 1.0 to 10.0 costs $36.00 per unit of capacity; 2. As you raise automation, it becomes increasingly difcult for R&D to reposition products short distances on the Perceptual Map. For example, a project that slightly moves a product 0.7 on the map takes signicantly longer at an automation level of 8.0 than at 5.0 (Figure 4.3). Long moves are less affected. You can move a product a long distance at any automation level, but the project will take between 2.5 and 3.0 years to complete.
4.3.4 Changing Automation

Current Debt Stock Issues Bond Issues (Long Term Debt) Profits
2. Establishing a dividend policy that maximizes the return to shareholders. 3. Setting accounts payable policy (which can also be entered in the Production and Marketing areas) and accounts receivable policy (which can also be entered in the Marketing area). 4. Driving the nancial structure of the rm and its relationship between debt and equity. 5. Selecting and monitoring performance measures that support your strategy.
Finance decisions should be made after the other departments enter their decisions. After the management team decides what resources the company needs, the Finance Department addresses funding issues and financial structure. One of the Finance Departments fiduciary duties is to verify that sales forecasts and prices are realistic. Unrealistic prices and forecasts will predict unrealistic cash flow. The department should challenge the Marketing managers to defend their forecasts and pricing decisions.

For each point of change in automation, up or down, the company is charged $4.00 per unit of capacity. For example, if a line has a capacity of 1,000,000 units, the cost of changing the automation level from 5.0 to 6.0 would be $4,000,000. Reducing automation costs money. If you reduce automation, you will be billed for a retooling cost. The net result is you will be paying money to make your plant less efcient. While reduced automation will speed R&D redesigns, by and large it is not wise to reduce an automation level. Changes in automation require a full year to take effect change it this year, use it next year.
Login to the Capstone Spreadsheet and click the Decisions menu. Select Production. Use this area to enter for each product:

A Production Schedule Increases in first shift capacity (Put a positive number in Decreases in first shift capacity (Put a negative number in Changes in automation
level (Enter a number in New Automation Rating.) The Rehearsal Tutorial covers Production decisions. See the websites Decisions area for complete information about the Rehearsal Tutorial. Buy/Sell Capacity.) Buy/Sell Capacity.)

4.4.1 Current Debt

Your bank issues current debt in one year notes. The Finance area in the Capstone Spreadsheet displays the amount of current debt due from the previous year. Last years current debt is always paid off on January 1. The company can roll that debt by simply borrowing the same amount again. There are no brokerage fees for current debt. Interest rates are a function of your debt level. The more debt you have relative to your assets, the more risk you present to debt holders and the higher the current debt rates.
As a general rule, companies fund short term assets like accounts receivable and inventory with current debt offered by banks.

4.4 Finance
Your Finance Department is primarily concerned with ve issues: 1. Acquiring the capital needed to expand assets, particularly plant and equipment. Capital can be acquired through:

Bankers will loan current debt up to about 75% of your accounts receivable (found on last years balance sheet) and 50% of this years inventory. They estimate your inventory for the upcoming year by examining last years income statement. Bankers assume your worst case scenario will leave a three to four month inventory, and they will loan you up to 50% of that amount. This works out to be about 15% of the combined value of last years total direct labor and total direct material, which display on the income statement.

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Finance

Because you argue that your company is growing, as a nal step bankers increase your borrowing limit by 20% to provide you with room for expansion in inventory and accounts receivable.
4.4.2 Bonds

When Bonds Are Retired Early: A bond with a face amount of $10,000,000 could cost $11,000,000 to repurchase because of fluctuations in interest rates and your credit worthiness. A 1.5% brokerage fee applies. The difference between the face value and the repurchase price will reflect as a gain or loss in the income statements fees and write-offs.

All bonds are ten year notes. Your company pays a 5% brokerage fee for issuing bonds. The rst three digits of the bond, the series number, reect the interest rate. The last four digits indicate the year in which the bond is due. The numbers are separated by the letter S which stands for series. For example, a bond with the number 12.6S2014 has an interest rate of 12.6% and is due December 31, 2014.
As a general rule, bond issues are used to fund long term investments in capacity and automation.

When Bonds Come Due: Assume the face amount of bond 12.6S2014 is $1,000,000. The $1,000,000 repayment is acknowledged in your reports and spreadsheets in the following manner: Your annual reports from December 31, 2014 would reflect an increase in current debt of $1,000,000 offset by a decrease in long term debt of $1,000,000. The 2014 spreadsheet will list the bond because you are making decisions on January 1, 2014, when the bond still exists. Your 2015 spreadsheet would show a $1,000,000 increase in current debt and the bond no longer appears.

Bondholders will lend total amounts up to 80% of the value of your plant and equipment (the Production Departments capacity and automation). Each bond issue pays a coupon, the annual interest payment, to investors. If the face amount or principal of bond 12.6S2014 were $1,000,000, then the holder of the bond would receive a payment of $126,000 every year for ten years. The holder would also receive the $1,000,000 principal at the end of the tenth year. Each year your company is given a credit rating that ranges from AAA (best) to D (worst). In Capstone, ratings are evaluated by comparing current debt interest rates with the prime rate. When issuing new bonds, the interest rate will be 1.4% over the current debt interest rates. If your current debt interest rate were 12.1%, then the bond rate would be 13.5%. You can buy back outstanding bonds before their due date. A 1.5% brokerage fee applies. These bonds are repurchased at their market value or street price on January 1 of the current year. The street price is determined by the amount of interest the bond pays and your credit worthiness. It is therefore different from the face amount of the bond. If you buy back bonds with a street price that is less than its face amount, you make a gain on the repurchase. This will be reected as a negative write-off on the income statement (see 6.3 Income Statement). Bonds are retired in the order they were issued. The oldest bonds retire rst. There are no brokerage fees for bonds that are allowed to mature to their due date. If a bond remains on December 31 of the year it becomes due, your banker lends you current debt to pay off the bond principal. This, in effect, converts the bond to current debt. This amount is combined with any other current debt due at the beginning of the next year.

Bond Ratings: If your company has no debt at all, your company is awarded a AAA bond rating. As your debt-toassets ratio increases, your current debt interest rates increase. Your bond rating slips one category for each additional 0.5% in current debt interest. For example, if the prime rate is 10%, and your current debt interest rate is 10.5%, then you would be given a AA bond rating instead of a AAA rating.

4.4.3 Stock

Stock issue transactions take place at the current market price. Your company pays a 5% brokerage fee for issuing stock. New stock issues are limited to 20% of your companys outstanding shares in that year.
As a general rule, stock issues are used to fund long term investments in capacity and automation.

Stock price is driven by book value, the last two years earnings per share (EPS) and the last two years annual dividend. Book value is equity divided by shares outstanding. Equity equals the common stock and retained earnings values listed on the balance sheet. Shares outstanding is the number of shares that have been issued. For example, if equity is $50,000,000 and there are 2,000,000 shares outstanding, book value is $25.00 per share. EPS is calculated by dividing net prot by shares outstanding. The dividend is the amount of money paid per share to stockholders each year. Stockholders do not respond to dividends beyond the EPS; they consider them unsustainable. For example, if your EPS is $1.50 per share, and your dividend is $2.00 per share, stockholders would ignore anything above $1.50 per share as a driver of stock price. In general dividends have little effect upon stock price. However, Capstone is unlike the real world in one important respect there are

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no external investment opportunities. If you cannot use prots to grow the company, idle assets will accumulate. Capstone is designed such that in later rounds your company is likely to become a cash cow, spinning off excess cash. How you manage that spin off is an important consideration in the end game, and dividends are an important tool at your disposal. You can retire stock. The amount cannot exceed the lesser of either:

Shortening A/R (accounts receivable) lag from 30 to 15 days in effect recovers a loan made to customers. Similarly, extending the A/P (accounts payable) lag from 30 to 45 days extracts a loan from your suppliers. The accounts receivable lag impacts the customer survey score. If your company offers no credit terms, your products customer survey score falls to about 60% of maximum. At 30 days, the score is 93%. At 60 days, the score is 99.3%. At 90 days there is no reduction. The longer the lag, the more cash is tied up in receivables. The accounts payable lag has implications for production. Suppliers become concerned as the lag grows and they start to withhold material for production. At 30 days, they withhold 1%. At 60 days, they withhold 8%. At 90 days, they withhold 26%. At 120 days, they withhold 63%. At 150 days, they withhold all material. Withholding material creates shortages on the assembly line. As a result, workers stand idle and per-unit labor costs rise.
Login to the Capstone Spreadsheet and click the Decisions menu. Select Finance. Use this area to raise money:

5% of your outstanding shares, listed on page 2 of last years Your total equity listed on page 3 of last years Courier.
You are charged a 1.5% brokerage fee to retire stock.
4.4.4 Emergency Loans

Courier; or

Financial transactions are carried on throughout the year directly from your cash account. If you manage your cash position poorly, Capstone will give you an emergency loan to cover the shortfall. The loan comes from a gentleman named Big Al, who arrives at your door with a checkbook and a smile. Big Al gives you a loan exactly equal to the shortfall. You pay one years worth of current debt interest on the loan and Big Al adds a 7.5% penalty fee on top to make it worth his while. For example, suppose the current debt interest rate is 10%, and you are short $10,000,000 on December 31. You pay one years worth of interest on the $10,000,000 ($1,000,000) plus an additional 7.5% or $750,000 penalty. The emergency loan is combined with any other current debt due at the beginning of the next year. You do not need to do anything special to repay an emergency loan. However, you need to decide what to do with the current debt (pay it off, re-borrow it, etc.). The interest penalty only applies to the year in which the emergency loan is taken, not to future years.
Emergency loans depress stock prices, even when you are profitable. Stockholders take a dim view of your performance when they witness a liquidity crisis.

Current Debt (These Long Term Debt Issue Stock

As resources permit, companies can: bonds.) are one year loans.) (These are 10 year

Retire Stock Retire Bonds Issue a Dividend

Finance also establishes Accounts Receivable (A/R) and Accounts Payable (A/P) policies. The Rehearsal Tutorial covers Finance decisions. See the websites Decisions area for complete information about the Rehearsal Tutorial.

Emergency loans are combined with any current debt from last year. The total amount displays in the Due This Year cell under Current Debt.

Emergency loans are often encountered when last years sales forecasts were higher than actual sales or when the Finance Department fails to raise funds needed for expenditures like capacity and automation purchases.

4.4.5 Credit Policy

Your company determines the number of days between transactions and payments. For example, your company could give customers 30 days to pay their bills (accounts receivable) while holding up payment to suppliers for 60 days (accounts payable).

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Front Page

5 The Capstone Courier

Customer purchases and sensor company nancial results are reported in an industry newsletter called The Capstone Courier. The Courier is available from two locations:

could indicate competitors might drop prices for those products. Did a competitor reduce capacity? Selling capacity reduces assets. Running the remaining capacity at 150% to 200% can improve Return on Assets (ROA).
The Production Analysis will report the release date (but not the coordinates) of a new product if:

On the website, login to your simulation then click the

Reports link; From the Capstone Spreadsheet, click the Reports menu.

The Courier displays Last Years Results. The Courier available at the start of Round 1 displays Last Years Results for Round 0, when all companies have equal standing. The Courier available at the start of Round 2 will display the results for Round 1.

Production capacity is purchased; A promotion budget is entered; A sales budget is entered.

Are your competitors investing in capacity and automation? The Production Analysis reports capacity and automation ratings for the upcoming round. The Financial Statements survey reports the cost of plant improvements for all companies.

Successful companies will study the Courier to understand the marketplace and nd opportunities. As the simulation progresses and strategies are implemented, company results will begin to vary.

5.1 Front Page

Use the front page of the Courier to see a snapshot of last years results. Be sure to compare your companys sales, prots and cumulative prots with your competitors.

5.3 Segment Analysis Reports

The Market Segment Analysis reports, pages 5 - 9 of the Courier (Figure 5.1), review each market segment in detail.

5.2 Stock & Bond Summaries, Financial Statements and Production Analysis
Page 2, Stock and Bond Summaries, reports stock prices and bond ratings for all companies. The page also reports the prime interest rate for the upcoming year. Page 3, Financial Statements, surveys each companys cash ow, balance sheet and income statements. This will give you an idea of your competitors nancial health. Page 4, The Production Analysis, reports detailed information about each product in the market, including sales and inventory levels, price, material cost and labor cost. Are you or your competitors building excess inventory? Excess inventory puts pressure on prots (see 9 Forecasting). The Production Analysis also reports product revision dates. Does a competitor have a product with a revision date in the year after the year of the report? This indicates a long repositioning project that will possibly put that product into another segment.
If a revision date has yet to conclude, the Courier will report the products current performance, size and MTBF. The new coordinates and MTBF will not be revealed until after the completion of the project.
Figure 5.1 Market Segment Analysis: Segment Statistics and Buying Criteria display in the upper-left corner of each segment analysis. Accessibility and Market Share Actual vs. Potential Charts display to the upper right. Customer Awareness percentages and December Customer Survey Scores display on the lower part of the page.

Check your competitors automation, capacity and plant utilization. Increases in automation reduce labor costs and this

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Segment Analysis Reports

The Statistics box in the upper-left corner reports Total Industry Unit Demand, Actual Industry Unit Sales, Segment Percent of Total Industry and Next Years Growth Rate. The Customer Buying Criteria box ranks the customer criteria within each segment.

Ideal Position: The preferred product location as of

December 31 of the previous year (the preferred location is also called the ideal spot ideal spots drift with the segments, moving a little each month); Price: Every year on January 1, price ranges drop by $0.50 this is the price range from last year; Age: Age preferences stay the same year after year; Reliability: MTBF requirements stay the same year after year.

Are your products meeting your buyers expectations?

The Perceptual Map shows the position of each product in the segment as of December 31 of the previous year.
5.3.1 Accessibility, Market Share and Top Products In Segment

The Accessibility Chart rates each companys level of accessibility. Accessibility is determined by the Marketing Departments sales budget the higher the budget, the higher the accessibility. Accessibility is measured by percentage. 100% means every customer can easily interact with your company sales, customer support, etc. The Market Share Actual vs. Potential Chart displays two bars per company. The actual bar reports the market percentage each company attained in the segment. The potential bar indicates what the company deserved to sell in the segment. If the potential bar is higher than the actual, the company under produced and missed sales opportunities. If the potential is lower than the actual, the company picked up sales because other companies under produced and stocked out. Top Products in Segment lists the products selling in the segment and reports:

Figure 5.2 Page 11, The Perceptual Map: The map shows all segment rough cuts, fine cuts and every product in the market.

5.3.2 Awareness and the December Customer Survey Score

Customer Awareness is determined by the Marketing Departments promotion budget the higher the budget, the higher the awareness. Awareness is measured by percentage. 100% means every customer knew about your product. The December Customer Survey Score indicates how customers in the segment perceived the products. The survey evaluates the product against the buying criteria. Product ages and distances from the ideal spots change throughout the year, therefore scores change month to month. If a repositioning project concludes late in the year, the survey score for December could be signicantly higher than the scores for the previous months.
Use the customer survey score as a quick comparison tool when conducting a competitive analysis. Perfect scores are almost impossible. Scores of 50 or above are considered good.

Market Share Units Sold to Segment Revision Date Stock Out (Whether the product ran out of inventory.) Performance and Size coordinates Price MTBF The products Age on December 31 Promotion and sales budgets Awareness, accessibility and customer survey score

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Market Share Report and Perceptual Map

5.4 Market Share Report and Perceptual Map

The Market Share Report details sales volume in all segments, reporting each products actual and potential sales. Did your company under produce? If the actual percentage for your product is less than the potential, you missed sales opportunities. If your actual is greater than your potential, your competitors under produced and you picked up sales that otherwise would have gone to them. The Perceptual Map (Figure 5.2) displays all the segments and every product in the industry. Are your products competitively positioned?

6.1 Balance Sheet

The balance sheet lists the dollar value of what the company owns (assets), what it owes to creditors (liabilities), and the amount contributed by investors (equity). Assets always equal liabilities and equity. Assets = Liabilities + Equity Assets are divided into two categories, current and xed. Current assets are those that can be quickly converted, generally in less than a year. These include inventory, accounts receivable and cash. Fixed assets are those that cannot be easily converted. In the simulation, xed assets are limited to the value of the plant and equipment, (see 4.3.1 Capacity and 4.3.3 Automation). Liabilities include accounts payable, current debt and long term debt. In the simulation, current debt is comprised of one year bank notes; long term debt is comprised of 10 year bond issues. Equity is divided into common stock and retained earnings. Common stock represents the money received from the sale of shares; retained earnings is the portion of the prots that was not distributed back to shareholders as dividends, but was instead reinvested in the company.
Retained earnings are a portion of shareholders equity. They are not an asset.

5.5 HR/TQM/Sustainability Report

The HR/TQM/Sustainability Report displays investments and results when the optional TQM/Sustainability, Human Resources and/or Labor Negotiation modules are activated (see 7 Additional Modules). ______________

Depreciation is an accounting principle that allows companies to reduce the value of their fixed assets. Each year

6 Proformas and Annual Reports

Proformas and annual reports include:

some of the value is used up. Depreciation decreases the firms tax liability by reducing net profits while providing a more accurate picture of the companys plant and equipment value. Depreciation is expensed, product by product, on the income statement. Total depreciation for the period is reflected as a gain on the cash flow statement. On the balance sheet, accumulated depreciation is subtracted from the value of the plant and equipment. The simulation uses a straight line depreciation method calculated over fifteen years.

Balance Sheet Cash Flow Statement Income Statement

Proformas are projections of results for the upcoming year. Annual reports are the results from the previous year. The proformas allow you to assess the projected nancial outcomes of your company decisions entered in the Capstone Spreadsheet. To access proformas, click the Proformas menu in the Capstone Spreadsheet. To access the annual reports, click the Reports menu in the Capstone Spreadsheet or, on the website, login to your simulation and then click the Reports link.
The proforma reports are only as accurate as the marketing sales forecasts. If you enter a forecast that is unrealistically high, the proformas will take that forecast and project unrealistic revenue. See 9 Forecasting for more information.

6.2 Cash Flow Statement

The cash ow statement indicates the movement of cash through the organization, including operating, investing and nancing activities. The annual reports cash ow statement shows the change in the amount of cash from the previous year. The proforma cash ow statement indicates the expected change at the end of the upcoming year.

6.3 Income Statement

Your company can use the income statement to diagnose problems on a product by product basis. Sales for each product are reported in

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Human Resources

dollars (not the number of products). Subtracting variable costs from sales determines the contribution margin. Inventory carrying costs are driven by the number of products in the warehouse. If your company has $0 inventory carrying costs, you stocked out of the product and most likely missed sales opportunities. If your company has excessive inventory, your carrying costs will be high. Sound sales forecasts matched to reasonable production schedules will result in modest inventory carrying costs. Period costs are depreciation added to sales, general and administrative (SG&A) costs, which include R&D, promotion, sales and administration expenses. Period costs are subtracted from the contribution margin to determine the net margin. The net margin for all products is totaled then subtracted from other expenses, which in the simulation include fees, write-offs and, if it is enabled, TQM/ Sustainability costs. This determines earnings before interest and taxes, or EBIT. Finally, interest, taxes and prot sharing costs are subtracted to determine net prot.
After finalizing your decisions, use the printer icon in the spreadsheet to print your proforma income statement. When the simulation advances to the next year, compare the proforma income statement to the results in the annual report income statement. The Proforma menu also links to projected financial ratios and, if your instructor has enabled it, a projected Balanced Scorecard (see 11 Balanced Scorecard).

1. Complement: The number of workers in the workforce. Needed Complement is the number of workers required to ll the production schedule without overtime. 2. Caliber: The talent of the workforce. If you are willing to spend the money, you can recruit a higher caliber of worker. This results in higher productivity and lower turnover. Companies set a Recruiting Spend budget of up to an additional $5,000 per worker. If you spend nothing extra, the recruitment cost per worker remains at $1,000 and you get an average person off the street. The more you spend, the higher the caliber of the worker. 3. Training: The amount of time workers spend in training each year. Training leads to higher productivity and lower turnover, but takes people off the job while they are in the classroom. Each training hour costs $20.00 per worker. Assuming you have sufcient workers (Complement), investments in Recruiting and Training raise your Productivity Index, which in turn lowers your per unit labor costs. Human Resources decisions are made in two locations:

The Workforce Complement is entered at the bottom in the Recruiting Spend and Training decisions are made in the
Human Resource area.
When the module is not active, Needed Complement, Recruiting and Separation Cost will update as production schedules are adjusted, however, users cannot directly control the entries.

Production area;

______________

7.1.1 Needed Complement

In the Production area, the Needed Complement cell in the Worker Complement row conveys the number of workers needed to run the production lines. This number changes as Production Schedules change. For example, at the start of the simulation, the Traditional line has a capacity of 1,800,000 units (shown as 1,800 on the Production spreadsheet).

7 Additional Modules
Instructors have the option of activating up to four additional modules: Human Resources, TQM (Total Quality Management)/ Sustainability, Labor Negotiations and Advanced Marketing. Instructors set the round in which the modules will begin. Your simulation Dashboard will notify you if the modules are scheduled.

Production schedules above 1,800,000 units require hiring a second shift or paying rst shift workers overtime. If the company chooses to build 2,000,000 units (2,000 on the spreadsheet) it could:

Keep the number of workers constant. This means employees

will have to work overtime hours with a wage rate of an additional 50%. Running overtime allows companies to avoid Recruiting and Training costs, but overtime wears out the workforce, reducing any gains in worker productivity and increasing turnover. Higher turnover increases future Recruiting Costs; or Consider paying the Recruiting Costs and hire a second shift. Second shift workers are paid the same wage rate as first shift workers on overtime (an additional 50%), however second shift workers are more efficient than first shift workers on overtime (they are not as tired) and the employee

7.1 Human Resources

When the Human Resources Module is activated, three areas must be addressed:

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Human Resources

Turnover Rate is lower (they are not disgruntled by the extra hours). Lower turnover reduces future Recruiting Costs. The examples below use the production line capacities (in thousands) at the beginning of the simulation:

1,800 for Traditional 1,400 for Low End 900 for High End 600 for Performance 600 for Size
Figure 7.1 shows the Production and the Human Resources areas where production scheduled equals capacity (1,800, 1,400, 900, 600, 600) and the Needed Workforce Complement is hired (909). Notice that there is no overtime, and that second shift reads 0. The Human Resources area reects the information that has been entered in the Production area. It also shows a Turnover Rate of 10% and a Productivity Index of 100%. In Figure 7.2, the production schedule has been increased by 200,000 for each product line (2,000, 1,600, 1,100, 800, 800). The increased production jumps the Needed Complement to 1,087, but the Workforce Complement has been held at 909. The result, 19.6% overtime. In the Human Resource area, the Turnover Rate is now 12%, up from 10%. In Figure 7.3, the Needed Complement of 1,087 is entered in the This Year column. The result, overtime has dropped to 0% and the second shift now employs 178 people. In the Human Resources area, the stafng Complement of 1,087 eliminates overtime and therefore the Turnover Rate drops back to 10%. Notice, however, that the Recruiting Cost row has been steadily increasing $300,000 in Figure 7.1 , $318,000 in Figure 7.2 and $496,000 in Figure 7.3 (due to the hiring of the second shift). In Figure 7.4, This Years Complement has been dropped to 400. Now there is no second shift and the rst shift is working 100% overtime. In the Human Resources area turnover jumps to 20%. Recruiting Cost has dropped to $80,000, but there is now a Separation Cost (the cost of ring the workers) of $1,500,000. Also, note that Production After Adj (Adjustment) in Figure 7.4 has dropped well below the schedules. This is because not enough workers are available and output is curtailed by a signicant amount. In Figure 7.5, This Years Complement is entered as 1,130, which is above the Needed Complement of 1,087. Overtime is now back to 0% and the second shift returns to 178. In the Human Resources area the Recruiting Cost has skyrocketed to $543,000, but the Total HR Admin Cost is somewhat less than the $1,500,000 when the workforce was reduced to 400.
Figure 7.2 Figure 7.1

Figure 7.3

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Human Resources

7%. Part of the expense of the extra payroll and training will be offset by lower Recruiting Costs and future gains in productivity. (In this example the Productivity Index remains at 100%. This is due to the 509 employees added this year. Had fewer employees been added the 80 Training Hours would have increased the Productivity Index.) In Figure 7.7, $2,000 is entered in Recruiting Spend (the amount of additional money spent per worker to attract a higher caliber employee). Note that the Productivity Index has increased almost 2% to 101.8. Part of the extra recruitment expense will be recouped by increased production line efciency.
Figure 7.4

After the round is processed, the results of all HR investments appear on page 12 of The Capstone Courier in the HR/TQM Report.

Figure 7.7

If Labor Negotiations are scheduled, increases in the Productivity Index can be lost if the company uses a low wage/benefit tactic (see 7.3 Labor Negotiations). The Productivity Index can never fall below 100%.

7.1.3 Human Resource Definitions

Needed Complement: The number of workers needed this year if you are to avoid overtime. Complement: The number of workers in your workforce this year. This years workforce Complement is entered on the Production area and appears in the second row of the Human Resource area. There are two shifts. As you add workers, the rst shift is completely lled, then the second shift begins to ll. Suppose that you do not have enough workers. The rst shift must then work overtime to complete the work schedule. Excessive overtime drags down productivity and increases turnover. Second shift and overtime workers cost 50% more per hour than workers on rst shift. 1st Shift Complement: As you increase the workforce, the simulation completely lls the needed rst shift Complement before adding second shift workers. 2nd Shift Complement: The number of workers on second shift. Second shift workers are paid 50% more per hour than rst shift workers. Second shift scheduling has no impact upon the Productivity Index. Overtime Percent: The percentage of rst shift workers on overtime. 100% means that every rst shift worker is working a double shift. 15% means that, on average, each rst shift worker performs 15% overtime. Overtime increases turnover and drags down productivity.

Figure 7.5

7.1.2 Recruitment and Training

In Figure 7.6, each worker is assigned 80 hours of training per year, bringing the Needed Complement up to 1,130 (more workers are needed to ll in for workers in the classroom). Investing in training increases the Productivity Index and reduces the Turnover Rate. The training costs $1,808,000, however, turnover has dropped to
Figure 7.6

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TQM/Sustainability

Turnover Rate: The percentage of workers who left the company last year, excluding downsizing. About 5% is rooted in unavoidable factors like retirement, relocation and weeding out poor workers. Remaining turnover is a function of employee dissatisfaction. The best workers leave rst. Turnover is driven down by Recruiting Spend and Training Hours. Turnover also goes up as a result of overtime and a substandard compensation package from the Labor Negotiation.
The Turnover Rate ignores downsizing factors. It reflects the turnover in the population of workers that you keep after downsizing (that is, reducing production schedules or increasing automation).

Spend and Training Hours drive up the Productivity Index. Overtime drags down the Productivity Index. This Year actually means by the end of this year. Last years Productivity is the driver behind your Complement requirements this year because it indicates your productivity level on January 1. Recruiting Cost: The amount spent to recruit new workers. It equals the number of workers recruited multiplied by ($1,000 + Recruiting Spend). Separation Cost: The cost to separate (re) workers. If you downsize your workforce (by reducing production schedules or increasing automation), each worker is given a separation package worth $5,000. Training Cost: Training costs are driven by Training Hours. Each worker-training hour costs $20.00 and pays for such things as educational materials, instructors, etc. Total HR Admin Costs: Total HR Administrative Costs are incorporated into the income statements administration line item. Costs are allocated to products based upon their Complement. For example, if Able has 10 workers and Acre has 20, then the administration costs (training, recruiting, etc.) would be twice as much for Acre as for Able.
Login to the Capstone Spreadsheet and click the Decisions menu. Select Production to enter the This Years Workforce Complement. Select Human Resources to enter Training Hours and Recruitment Budgets.

New Employees: Employees recruited this year. At a minimum, New Employees reects replacement of workers lost during the course of the year to turnover. It also includes workers hired in January to increase the Complement from last year. New employees incur a Recruiting Cost. As a simplifying assumption, the simulation does not rehire red or separated workers. Separated Employees: Employees lost because of downsizing or increases in Automation. Specically, Separated Employees is Last Years Complement minus This Years Complement. All separations occur in January and incur a Separation Cost. Recruiting Spend: Recruiting Spend is the extra amount budgeted per worker to recruit high caliber workers. The higher the budget, the better the worker, resulting in a higher Productivity Index and lower Turnover. Your entry is added to a base amount of $1,000 per new employee. $0 means no extraordinary effort is spent recruiting new people. Diminishing returns apply after $5,000 per worker.
Recruiting Spend may take several years to have a significant impact, but the effect is cumulative. Minimum turnover is 5%. If you replace 5% of the workforce each year with high caliber people, after 8 years you would replace a significant percentage of your workforce with high caliber workers.

7.2 TQM/Sustainability
TQM (Total Quality Management)/Sustainability initiatives can reduce material, labor and administrative costs, shorten the length of time required for R&D projects to complete and increase demand for the product line. The impacts of the investments produce returns in the year they are made and in each of the following years. The two sustainability-oriented initiatives, the UNEP Green Program and GEMI TQEM, can lower labor and material costs. The UNEP Green Program also can improve customer perceptions about your company, which leads to increased sales. The remaining initiatives can also increase efciency and lower costs. Your company needs to determine which initiatives best serve its purposes. If you are keeping automation levels low so R&D projects complete more quickly, you might want to invest in areas that lower labor costs (for example, Quality Initiative Training). If your company is competing in the high technology segments, with high material costs, you might consider initiatives that reduce material costs (for example, Continuous Process Improvement). To maximize the effect, companies should nd complementary initiatives and invest in each of them. For example, to reduce material costs, companies should consider investing in both CPI Systems and GEMI TQEM Sustainability.

Training Hours: Training Hours is the number of hours each year that each individual worker is taken off-line for training and development. For example, 40 means that each worker will spend 40 hours in training this year. Training produces a higher Productivity Index and a lower Turnover Rate. The more time off-line, the higher the needed Complement. Each training hour costs $20.00 per worker in training costs. Productivity Index: The Productivity Index indicates how the general workforce compares with the workers employed in Round 0. 100% means that current workers are just as good as original workers. 110% means that, on average, you only need 91% (100 / 110 = 91) of the Complement to do the same work as a workforce comprised of original workers. In short, higher productivity means fewer workers are required, and that drives down per unit labor cost. Recruiting

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7.2.1 Process Management Initiatives

The impacts of these initiatives improve business procedures, resulting in improved efciencies and cost structures:

CPI (Continuous Process Improvement) Systems: Reduces Vendor/JIT (Just in Time [Inventory]): Reduces Material QIT (Quality Initiative Training): Reduces labor costs; Channel Support Systems: Increases the effectiveness of the Concurrent Engineering: Reduces R&D cycle time, the time
needed to move products on the Perceptual Map and to change MTBF specications. R&D costs are determined by the length of time they require, therefore Concurrent Engineering also lowers R&D costs; UNEP Green Program: The United Nations Environment Program increases the effectiveness of the sales budget (customers prefer products made by socially responsible manufacturers), and therefore increases demand. Green programs also reduce waste and therefore material costs. sales budget, and therefore demand; costs and Administrative overhead; material costs and to a lesser degree labor costs;

companys strategy. By spreading your investment among complementary initiatives you can invest more in each impact than the limit of $2,000,000 for an individual initiative. You can target multiple impacts, such as both material and labor cost reduction; this can be a Figure 7.8 S-Shaped Curve substantial investment in any given year. As you ne tune your decisions, keep an eye on the Projected Cumulative Impacts to ensure that your investments are creating cost-effective returns. Companies that invest in the same initiatives over two or three rounds (depending on the amount of money) will experience decreasing and eventually no additional returns for their investments. Expenditures beyond $4,000,000 over two or three years in each initiative pushes well into diminishing returns. For example, suppose a company wants to reduce the time required to complete R&D projects by investing in Concurrent Engineering and Quality Function Deployment. An aggressive schedule would be $1,500,000 this year (staying within acceptable diminishing returns); $1,500,000 next year (which would not produce as much benet, but would continue to improve R&D cycle time); and $1,000,000 in the third year. The TQM area displays the projected impacts for the current year. As companies make decisions, worst-case/best-case sets of outcomes are predicted. These are also carried into the proformas. The spreadsheet can only offer a range of possible savings. Actual results appear the following round on page 12 of The Capstone Courier in the HR/TQM Report.
Login to the Capstone Spreadsheet and click the Decisions menu. Select TQM/Sustainability. Investments are entered in the green cells. Projected impacts also display.

7.2.2 TQM Initiatives

The impacts of these initiatives improve product quality while reducing the time and resources required to design, manufacture, warehouse and ship products.

Benchmarking: Reduces Administrative overhead; Quality Function Deployment Effort: Reduces R&D cycle time
and enhances the effectiveness of the Promotion and Sales Budgets; CCE (Concurrent Engineering)/6 Sigma Training: Reduces material costs and labor costs; GEMI TQEM Sustainability: The Global Environmental Management Initiative Total Quality Environmental Management initiative reduces labor costs as it minimizes environmental risks. These include production methods which protect employee health and redesign of products to have fewer toxic by-products. The initiative also reduces material costs, as it promotes recycling and other material use efciencies.

7.2.3 S-Shaped Curve

For each initiative, returns for investments follow the shape of an S-curve (Figure 7.8). That is, if you spend too little or too much the returns on your investment are poor. If you spend less than $500,000 in any initiative in a single round chances are you will see little return. An investment of $1,500,000 in a single round produces a cost-effective impact, investments over $1,500,000 become dollar for dollar less effective. Finally, for each initiative, an investment over $2,000,000 in a single round produces absolutely no additional benet. For each impact, complementary initiatives combine together to increase the total effect. You should bundle your investments in multiple initiatives that have an impact important to your

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Labor Negotiations

7.3 Labor Negotiations

Labor negotiations are entered on the Human Resources spreadsheet. Negotiations can be viewed as exception events sudden changes in the operating environment. Labor opens the contract offers from all of the companies, picks the most favorable terms, and uses them as a standard for negotiation with every company. This creates an opportunity for a low labor-cost company (due to automation and other investments) to impose higher labor costs upon other rms. Labor and management negotiate over four separate categories:

Figure 7.10 Company 3 Agreement: Labor ups its industry-wide hourly demand to $24.00, and accepts Company 3s Starting Position of $24.00.

Labor accepts Company 3s offer of $24.00 per hour (Figure 7.10). If labors demand is within the companys Starting Position and Negotiation Ceiling, negotiations lead to an agreement. Company 2s negotiators have instructions to issue a Starting Position of $23.00 and a Negotiation Ceiling is $25.30. Company 2s negotiation range brackets labors demand. They will agree at $23.50, halfway between the $23.00 Starting Position and labors demand of $24.00 (Figure 7.11).

Hourly Wage Benets Prot Sharing Percent Annual Raise

If the current contract expires during the year, your company establishes a bargaining position that is bounded by a Starting Position and Negotiation Ceiling. The Starting Position (rst) wage offer cannot be less than 80% or more than 150% of your current contract. The Starting Position for Benets, Prot Sharing, and Annual Raise can be between 0% and 150% of your current contract. The spreadsheet automatically enters a Negotiation Ceiling that is 10% above each Starting Position. Each company will have its own Starting Position and Negotiation Ceiling for the four categories. The example below shows Hourly Wages Starting Positions and Negotiation Ceilings for three companies (illustrated in Figure 7.9):

Figure 7.11 Company 2 Agreement: Company 2s Starting Position ($23.00) and Negotiation Ceiling ($25.30) bracket labors demand of $24.00. Negotiators settle at a wage of $23.50, halfway between $23.00 and $24.00 there is no strike.

Company 1 has a Starting Position of $16.00 and a Ceiling of

$17.60; Company 2 has a Starting Position of $23.00 and a Ceiling of $25.30; Company 3 has a Starting Position of $24.00 and a Ceiling of $26.40.

Company 1s Negotiation Ceiling is $17.60. If the top of the Negotiation Ceiling is below labors demand, labor strikes. At the end of the strike the two sides will settle halfway between the companys Negotiation Ceiling and labors demand, or at $20.80 (Figure 7.12). Strike lengths depend on the spread between positions.

Figure 7.9 Labor Negotiation Ranges

Figure 7.12 Company 1 Strike Settlement: Company 1s Negotiation Ceiling of $17.60 is less than Labors demand of $24.00. The workers strike (see Table 7.1). Eventually, a settlement is reached at a wage of $20.80.

Labor will ask for a 10% across the board wage and benet increase. For example, if the wage were currently $20.00 per hour, labor demands $22.00 per hour. However, if any of the Starting Position offers is higher than the 10% increase, labor will adjust its demand upward to match it. Company 3s Starting Position for wages is $24.00, therefore labor now demands $24.00 from all companies.

The maximum length of a strike is 84 days, at which point both sides accept arbitration. Workers will strike approximately seven days for every:

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$1.00 difference in wages $300.00 difference in

benet package Percentage point difference in Prot Sharing Percentage point difference in Annual Raise

Table 7.1 Example of a Negotiation Position and Resulting Strike Time: Note that the Annual Raise is 0% to 0%, this is because 110% of 0 is 0.

Starting Position Hourly Wage Benefits Profit Sharing Annual Raise $18.00 $2,500 1.5% 0.0%

Negotiation Ceiling $19.80 $2,750 1.7% 0.0%

Demand $22.00 $2,750 2.2% 7.2%

Contract $20.90 $2,625 1.95% 3.6%

Approximate Strike Days 15 0 4 50 69

Table 7.1 illustrates a strike example. Strikes always occur at the end of the year. If a strike is 46 days long, workers would picket from the middle of November to the end of December.

Total Days of Strike

7.4 Advanced Marketing

If you have inventory on hand during the strike, sales continue. R&D projects also continue.

The Advanced Marketing Module allows companies to have greater control over their marketing budgets.
The websites Online Guide includes complete documentation for the Advanced Marketing Module.

7.3.1 Tactics

You will need to determine which negotiation tactics best serves your purposes. Companies with low automation will want to control labor costs. They could offer the lowest acceptable wage, which is 80% of the current contract and eliminate all benets. Companies with high automation might choose to be extremely generous with their workers, which will impose higher costs on their competitors (remember, labor looks at all offers and makes the highest offer part of their demand).
If a low wage/benefit tactic is employed, the labor turnover rate (and therefore recruiting costs) will increase. Also, if the Human Resource Module is activated, gains to the productivity index might be erased (see 7.1 Human Resources).

Each product can be promoted via:

Print Media Direct Mail Web Media Email Trade Shows

Sales budgets for each segment can be split among:

Outside Sales Inside Sales Distributors

When the module is on, the awareness and accessibility numbers outlined in 4.2.2 Promotion and Sales Budgets do not apply.
Login to the Capstone Spreadsheet and click the Decisions menu. When the Marketing Module is activated an arrow appears to the right of Marketing. A submenu expands when the cursor passes over the arrow. Prices and Sales Forecasts for each product are entered on the Pricing & Forecasting spreadsheet. Selecting Promo Sales in the Marketing

Login to the Capstone Spreadsheet and click the Decisions menu. Select Human Resources to enter Negotiation Starting Positions for Wages, Benefits, Profit Sharing and Annual Raise. The Human Resources area automatically calculates Negotiation Ceilings that are 10% above the Starting Positions.

submenu opens the Marketing Budget Detail spreadsheet (alternatively, click the gray Promo Budget or Sales Budget buttons from the Pricing & Forecasting area).

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Perceptual Map

8 Situation Analysis
The Situation Analysis will help your company understand current market conditions and how the industry will evolve over the next eight years. The analysis can be done as a group or you can assign parts to individuals and then report back to the rest of the company.
An online version of the Situation Analysis is available in the Getting Started area.

(customers want better performing products) and for size is -0.7 (customers want smaller products). At the end of Round 1 the center of the Traditional segment will have a performance of 5.7 and a size of 14.3. 5.0 + 0.7 = 5.7 and 15.0 - 0.7 = 14.3 Table 2 displays the segment center locations at the end of each round. Print the Perceptual Map Form in the Industry Conditions Report then use Table 2 to nd the location of each segment center for Rounds 1 through 8. Mark the approximate locations on the form (see the example in Figure 8.1).
Remember, the locations in Table 2 are the centers of the segment circles, not product positions. Product positions are reported on page 4 of The Capstone Courier.

The exercises require two reports: The Industry Conditions Report and The Capstone Courier, which are available from the websites Reports link. The Courier is also available from the Capstone Spreadsheets Reports menu bar.
The Courier available at the start of Round 1 displays the results for Round 0, when all companies are equal. If you access the report from the website, use the Round 0 Courier for the Situation Analysis.

The locations in Industry Conditions Report Table 2 reflect the segment centers at the end of the round. Therefore, the Round 0 positions can be seen as the Round 1 starting positions, Round 2 positions can be seen as the Round 3 starting position, etc. Each month during the simulation year, the segment drifts 1/12th of the distance from the starting position to the ending position.

The Situation Analysis has ve parts:

Perceptual Map Industry Demand Analysis Capacity Analysis Margin Analysis Consumer Report
8.1 Perceptual Map
The Research & Development Department can use the Perceptual Map exercise to plan revision and invention projects that meet customers shifting size and performance expectations. The Marketing Department can use the results during forecasting as they compare competing products and when determining prices (in general, better positioned products can command higher prices). Each segment has a set of circles. The inner ne cut circles have a radius of 2.5 units. They represent the heart of the segments where demand is strong. In addition, each inner circle has an ideal spot, a location where demand is strongest. The larger outer rough cut circles have a radius of 4.0 units. They represent the outer fringe of the segments where demand is weak.
8.1.1 Segment Centers and Segment Drift

Tables 1 and 2 in the Industry Conditions Report display information about segment drift. Table 1 shows the yearly drift rates for each segment. For example, assume the center of the Traditional segment ends Round 0 (the year before the start of the simulation) with a performance of 5.0 and a size of 15.0, and the yearly drift rate for performance is +0.7

Example!
See your Industry Conditions Report for exact information.
Figure 8.1 Perceptual Map Form Example: Each year, customers expect smaller sensors with better performance. This causes the segment circles to drift to the lower right. The smaller dots represent the segment centers Rounds 0 through 8. The larger dots represent each segments ideal spot location at the end of Round 8.

28

Industry Demand Analysis

Form 1 Segment Ideal Spot Locations

Traditional Round 0 1 2 3 4 5 6 7 8 Pfmn Size Round 0 1 2 3 4 5 6 7 8

Low End Pfmn Size Round 0 1 2 3 4 5 6 7 8

High End Pfmn Size

Performance Round 0 1 2 3 4 5 6 7 8 Pfmn Size Round 0 1 2 3 4 5 6 7 8

Size Pfmn Size

8.1.2 Ideal Spots

Customer positioning preferences are reported in the Segment Analysis pages of The Capstone Courier. Within each analysis, the Buying Criteria box displays the ideal performance and size as of December 31 of the previous year. The ideal position is also called the ideal spot. If all other criteria are equal, a customer will prefer a product that is located nearer the ideal spot over a product that is located farther from it.
Some segments place a higher level of importance on positioning than others.

Use Tables 2 and 3 to determine each segments ideal spot for Rounds 1 through 8. Enter the results in Form 1. On the Perceptual Map Form, mark the Round 8 ideal spot for each segment.

8.2 Industry Demand Analysis

The Industry Demand Analysis will help the Marketing and Production Departments understand future demand. Marketing can use the total demand for each segment as it createsforecasts (see9 Forecasting). Production can use the results when making capacity buy and sell decisions. You will need the Segment Analysis reports (pages 5 - 9) of The Capstone Courier for Round 0 and the Industry Conditions Report. At the top of each Segment Analysis page you will nd a box called Statistics. On Form 2, copy the Total Industry Unit Demand number for each segment into the Demand cell for Round 0. Next, copy the Next Years Growth Rate, which is also in the Statistics box, into the Rate cell. Multiply the Round 0 demand by the growth rate and add the result to the Round 0 demand. This will give you a close approximation of Round 1 demand. Copy this number into the Demand cell for Round 1.
High End Performance Rate Round 0 1 2 3 4 5 6 7 8 Demand Rate Round 0 1 2 3 4 5 6 7 8 Size Demand Rate

Within each segment, the ideal spot is at a position relative to the center of the circle. Offsets are reported in Table 3 of the Industry Conditions Report. For example, because the High End segment wants cutting edge sensors, its ideal spot is ahead of the center. Suppose the High End center is at Performance 8.4 and Size 11.6. Ideally High End customers want more performance and smaller size. If Table 3 reports High End. Performance +0.9 | Size -0.9, then the ideal spot would be at: Performance 8.4+0.9 = 9.3 and Size 11.6-0.9=10.7

Form 2 Demand Analysis

Traditional Round 0 1 2 3 4 5 6 7 8 Demand Rate Round 0 1 2 3 4 5 6 7 8

Low End Demand Rate Round 0 1 2 3 4 5 6 7 8

Demand

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Capacity Analysis

If you prefer, you can use the following shortcut. For example, assume the Traditional growth rate is 9.2%. Convert the percentage to a decimal: Traditional Segment Growth Rate = 9.2% = 0.092 Add 1 to the decimal: 1 + 0.092 = 1.092 Multiply the Round 0 Traditional demand by 1.092. This will give you a close approximation of Total Industry Demand for Round 1.
Remember, the demand numbers are in thousands! For example, if the Round 0 Total Industry Unit Demand for the Traditional segment reads 7,387, the Traditional Segment demanded 7,387,000 units.

8.3 Capacity Analysis

The Industry Demand Analysis indicates the sensor market will grow. The Capacity Analysis will help the Production and Finance Departments anticipate the cost of adding capacity and automation. Enter the name of your companys product for each segment in the Product Name column of Form 3. You will nd this information in the Production Analysis, page 4 of The Capstone Courier for Round 0. The names of your products start with the rst letter of your companys name. If you are not yet assigned to a company, use the Andrews Company information. Next, nd each products First Shift Capacity in the Capacity Next Round column of the Production Analysis. This number (in thousands) indicates the number of units that can be built over the course of a year using a single, eight-hour shift. In Form 3 enter the Capacity Next Round into the column under First Shift Capacity, Company. Multiply the First Shift Capacity, Company by the number of active companies in your simulation (page 1 of the Courier displays each company name). This indicates the number of units that can be built for the segment by the entire industry using a single shift over the course of a year. Place the result in the First Shift Capacity, Industry column. Production schedules that exceed the First Shift Capacity require hiring a second shift. Multiply the First Shift Capacity, Company by 2 and place the result in the First & Second Shift, Company column. Multiply the First Shift Capacity, Industry by 2 and place the result in the First & Second Shift, Industry column. Copy the value for Automation Next Round from the Production Analysis into the Automation Level column. Use the formulas below to calculate the cost to double capacity and the cost to raise automation to 10.0. Cost to Double Capacity = First Shift Capacity * [$6 + ($4 * Automation Level)] Cost to Increase Automation to 10.0 = First Shift Capacity * [$4 * (10 - Automation Level)]

While you can calculate the demand for Round 1 from the information on hand, future growth rates are unknown. Can you predict the market size for Rounds 2 to 8? No. On the other hand, you need something for planning purposes to address critical questions like, How much production capacity will we need in the future? How much money do we need to raise? Which segments are most attractive for investment? Planners address this type of issue with scenarios. Typically there are three worst case, average case, and best case. The average case assumes that the current growth continues into the future indenitely. Worst case assumes a lower growth rate. Best case a higher growth rate. The truth will unfold as the simulation progresses. Next years growth rate is published in the Courier on each Segment Page in the Statistics box. For your purposes, complete Form 2 with the average scenario. Assume the Round 1 growth rates will continue into the future unchanged. This will give you some idea for potential market size. If you have time, try a worst case and best case scenario. For worst case assume, say, half the growth rate. For best case assume, say, 1.5 times the growth rate. (Consider developing a simple spreadsheet for this purpose.)

Form 3 Capacity Analysis

Segment

Product Name

First Shift Capacity Company Industry

First & Second Shift Capacity Company Industry

Automation Level

Cost to Double Capacity

Cost to Raise Automation to 10.0

Traditional Low End High End Pfmn Size

30

Margin Analysis

Form 4 Margin Analysis

Product Name Traditional Low End High End Performance Size Margin Potential Traditional Low End High End Performance Size

Price

Material Cost

Labor Cost

Second Shift (Y/N)

Contribution Margin $ %

Maximum Price

Minimum Material

Minimum Labor

Contribution Margin $ %

8.4.1 Margin Potential

Increases in capacity and changes in automation require a year to implement.

8.4 Margin Analysis

Healthy margins, the difference between a products manufacturing cost and its price, are critical to company success. The Margin Analysis will help the Research & Development Department understand the cost of material, and the Production Department understand the effect automation has on labor costs. It will also demonstrate to the Marketing Department the importance of adequate pricing, and to the Finance Department the upper limits of protability. Enter the name of your companys product for each segment in the Product Name column in the top part of Form 4. You will nd this information in the Production Analysis, page 4 of The Capstone Courier for Round 0. The names of your products start with the rst letter of your companys name. If you are not yet assigned to a company, use the Andrews Company information. Next, enter each products price, material cost, labor cost, and note whether or not (Y/N) a second shift was used. Calculate the Contribution Margin: Contribution Margin = Price - (Material Cost + Labor Cost) Calculate the Margin Percentage: Margin Percentage = Contribution Margin / Price Enter the results into the top part of Form 4.
As a simplifying measure, the Margin Analysis does not include Inventory Carrying Costs in the Contribution Margin equation.

Use the bottom part of Form 4 to determine the margin potential. Go to the Buying Criteria on the Segment Analysis pages of The Capstone Courier for Round 0 to nd the maximum permitted price and the minimum acceptable MTBF (Mean Time Before Failure) for each segment (lowering the MTBF decreases material cost). Determine the minimum Material Cost per segment using the following equation (see Table 8.2 for an example): Minimum Material Cost = [(Lowest Acceptable MTBF * 0.30) / 1000] + Trailing Edge Positioning Cost in Table 8.1 Determine the minimum Labor Cost for each segment. Assume a base labor cost of $11.20.
Table 8.1 Material Positioning Component Costs: These costs are for the beginning of Round 1. They are used solely to illustrate the Margin Potential concept.

Trailing Edge Cost Traditional Low End High End Performance Size $3.80 $1.00 $6.00 $4.50 $4.50

Leading Edge Cost $7.80 $5.00 $10.00 $8.50 $8.50

Table 8.2 Minimum Material Costs for the Traditional Segment: Assumes the Traditional minimum reliability is 14,000. Use the Traditional Segment Analysis to determine the exact value.

Minimum Reliability Component Cost Trailing Edge Positioning Component Cost Total

(14,000 * 0.30) / 1000 = $4.20 $3.80

$8.00

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Consumer Report

$11.20 is a rough estimate of the labor cost, it is used solely to illustrate the Margin Potential concept.

Price: Award an A if your products price is in the bottom third of the expected price range, B if it is in the middle third and C if it is in the top third. You can nd the price in the Production Analysis. Reliability: Award an A if the MTBF specication is in the top third of the range, B if it is in the middle third and C if it is in the bottom third. Age: Award an A if the age on December 31 is within 0.5 years of the ideal age, B if the age is 0.6 to 1 year and C if the age is beyond 1 year. Positioning: Award an A if your product is within 0.5 units of the segments ideal spot, B if it is 0.6 to 1.5 units away and C if it is beyond 1.5 units. Awareness: Award an A if your products awareness exceeds 80%, B if it is 50% to 80% and C if it is below 50%. Accessibility: Award an A if your products accessibility exceeds 80%, B if it is 50% to 80% and C if it is below 50%. In the Overall row, give your product an A only if the top two buying criteria for the segment (as listed in The Capstone Courier Segment Analysis reports) were rated A, and if the awareness and accessibility were rated at least a B. Give your product a B if the top two attributes were at least a B and awareness and accessibility were at least a B. Otherwise, give your product a C.
Form 5 analyzes the criteria that drive the Customer Survey scores (see 3 The Customer Survey Score).

Minimum Labor Cost = [$11.20 (1.12 * Automation Ratings below)] + 1.12

Traditional Automation: 8.0 Low End Automation: 10.0 High End Automation: 5.0 Performance Automation: 6.0 Size Automation: 6.0
Find the Contribution Margin dollars and Contribution Margin percent: Contribution Margin = Price (Material Cost + Labor Cost) Margin Percentage = Contribution Margin / Price
As a simplifying measure, the Margin Analysis does not include Inventory Carrying costs in the Margin Potential equation.

8.5 Consumer Report

The Consumer Report will help the Research & Development Department understand the need to design quality products and the Marketing Department the importance of adequate pricing, sales budget and promotion budget decisions. You will need the Buying Criteria from the Segment Analysis pages and the Production Analysis in the Round 0 Courier. You will need the Segment Analysis reports (pages 5 - 9) of The Capstone Courier for Round 0 and the Industry Conditions Report. If you are not yet assigned to a company, use the Andrews Company information. Enter your ratings to the categories in Form 5.

Form 5 Consumer Report

Traditional Price Reliability Age Positioning Awareness Accessibility Overall Price

Low End Price

High End

Performance Price Reliability Age Positioning Awareness Accessibility Overall Price

Size

Reliability Age Positioning Awareness Accessibility Overall

Reliability Age Positioning Awareness Accessibility Overall

Reliability Age Positioning Awareness Accessibility Overall

32

Qualitative Assessment

______________

adding the result to last years demand will determine this years demand.

If your product stocked out, calculate what it could have sold by multiplying the segment demand by the potential sales percentage reported on page 10 of the Courier, the Market Share Report. Next, multiply that by the segment growth rate. Is this number valid? It is highly unlikely that the market in the upcoming year will be identical to the previous year. Prices will adjust, revision projects will complete the playing eld will change. Still, this number can be a good beginning as you assess your product offer and speculate what your competitors will offer. Keep in mind the possibility that your products sold because competitors who otherwise would have made sales under produced and stocked out. Page 10 of the Courier displays actual and potential sales as a percentage for each product. If your actual far exceeded your potential because your competitors under produced, you cannot count on them making the same mistake again.

9 Forecasting
Forecasting requires a little math and a little logic. For example, does your forecast predict your product will acquire half a segments sales when there are four or ve products in the segment? Unless your products positioning, age and MTBF are signicantly superior to the other products, and your price is at the low end of the range, it is not likely that you will acquire half the sales. Does your forecast predict you will take only one tenth of the sales when there are four or ve products in the segment? Unless your products positioning, age and MTBF are signicantly inferior, and your price is at the high end of the range or above, chances are you can sell more.
Forecasts are used by the proformas to calculate financial projections (see 6 Proformas and Annual Reports). If you enter a forecast that is unrealistically high, the proformas will take that forecast and project unrealistic revenue. If you do not enter values in the Your Sales Forecast cells, the proformas will use the Computer Prediction to project financial results.

9.2 Qualitative Assessment

Compare your product to others competing within the segment and decide whether it is better or worse than the competition. Start with the Courier Perceptual Map (page 11). It shows where products are currently placed. The Revision Dates at the bottom of the page reveal the timing of any future repositionings. Continue the comparison using the Couriers Segment Analysis pages. These report each products:

Age does the product satisfy customer age demands? MTBF is reliability near the top of the range? Price will price trends continue, or will new automation
(displayed on page 4 of the Courier) facilitate a price reduction? (Remember, price ranges drop $0.50 per year.) Awareness and Accessibility are these percentages leading, keeping pace with or falling behind other products?

9.1 Basic Forecasting Method

Last years sales can be a good starting point for this years forecasts. For example, if the segment growth rate for the upcoming year is 9.2%, you can say all things being equal, we can expect to sell 9.2% more units this year than last year. Lets assume next years Traditional growth rate is 9.2% and your Traditional product sold 1,100,000 units last year without stocking out: 1,100,000 * 0.092 = 101,200 Adding 101,200 to last years sales of 1,100,000 units gives you a starting forecast for the upcoming year of 1,201,200 units.
The Statistics box on the Segment Analysis reports (pages 5 - 9) of The Capstone Courier publish last years Industry Unit Demand and the Growth Rate for the upcoming year. Multiplying last years demand by the growth rate then

All these elements contribute to the monthly customer survey.

9.2.1 December Customer Survey Score

Will your product be better or worse than average? As an estimate, look at the December customer survey score in the lower part of each Segment Analysis. The Customer Survey drives demand each month. For example, if there are four products in December scoring 32, 28, 22, and 14 (for a total of 96), then the top products December demand would be 32/96 or 33%. Top Product in Segments Score / Sum of All Scores = 32 / 32 +28 +22 + 14 = 32 / 96 = 33% What monthly customer survey scores will your product have during the year? The score will change from month to month because the segments drift, your product ages and it might be revised. Each monthly score is driven by how well your product satises the segment buying criteria, plus its awareness and accessibility levels. If

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Forecasts,ProformasandtheDecember31CashPosition

the TQM/Sustainability module is on, some initiatives could increase the score. See How is the Customer Survey Score Calculated? in the Online Guides FAQ|Reports section for more information on assessing your product.
Any new products about to come to market must have a plant. Plant purchases are reported on the Production Analysis (Courier, page 4).

You generate a pessimistic forecast of 1,200,000 for your Traditional product, which predicts in the worst case monthly sales of 100,000 units. As a matter of policy, your management team might decide that manufacturing an additional three months worth of inventory, or 300,000 units, is an acceptable risk when compared to the potential reward of making extra sales. In the Marketing spreadsheet, enter the worst case forecast of 1,200 in the Your Sales Forecast cell. In the Production spreadsheet, enter the best case of 1,500 in the Production Schedule cell (if inventory remains from the previous year, be sure to subtract that from the 1,500). At the end of the year, in the worst case you will have sold 1,200,000 units and have 300,000 units in inventory. In the best case you will have sold 1,500,000 units and have zero inventory. The spread between the positions will show up as inventory on your proforma balance sheet. Your proforma income statement will also reect the worst case for sales. In the Finance area, if the December 31 Cash Position is negative, adjust current debt, long term debt and stock issue entries until the December 31 Cash Position becomes positive. This will help ensure against an Emergency Loan. To see your best case, return to the Marketing spreadsheet and enter 1,500 in the Your Sales Forecast cell then review the December 31 Cash Position. The actual results should lie somewhere between the worst and best cases.
Entering Forecasts: Log into the Capstone Spreadsheet and select Marketing under the Decisions menu. There are two forecasts per product. The Computer Prediction assumes your competition has mediocre products, and therefore is not reliable. The Your Sales Forecast column allows you to enter forecasts of your own.

Consider whether or not the top products in the segment can meet customer demand. On the Production Analysis, examine the top products capacities. Can they manufacture sufficient units? If not, you could have an opportunity to exploit.

9.3 Forecasts, Proformas and the December 31 Cash Position

On the proforma income statement, sales revenue for each product is based on its price multiplied by the lesser of either:

The Your Sales Forecast entry (or, if none is entered, the The total number of units available for sale (that is, the
Production Schedule added to Inventory). When a forecast is less than the total number of units available for sale, the proforma income statement will display an inventory carrying cost. When a forecast is equal to or greater than the number of units available, which predicts every unit will be sold, the carrying cost will be zero.
The simulation charges a 12% inventory carrying cost.

Computer Prediction); or

______________ On the proforma balance sheet, under current assets, inventory reects the dollar value of all unsold units. Cash reects the amount left after all company payments are subtracted from the sum of:

Total sales revenue reported on the proforma income Stock, current debt and long term debt entries in the
Finance area. The proforma balance sheets cash position also displays as the Finance spreadsheets December 31 Cash Position. Therefore, unrealistically high forecasts (or prices) will create cash predictions that are not likely to come true. statement;

9.4 Worst Case / Best Case

If you wish, you can enter sales forecasts and production schedules that develop worst case / best case scenarios. Here is an example:

34

Differentiation with Product Lifecycle Focus

10

Six Basic Strategies

Niche Differentiation (High Technology)

A Niche Differentiation strategy focuses on the High technology segments (High End, Performance and Size). We will gain a competitive advantage by distinguishing our products with an excellent design, high awareness, easy accessibility and new products. We will develop an R&D competency that keeps our designs fresh and exciting. Our products will keep pace with the market, offering improved size and performance. We will price above average. We will expand capacity as we generate higher demand.
Mission Statement

These six basic strategies can be the starting point for your own custom strategy.

Broad Cost Leader

A Broad Cost Leader strategy maintains a presence in all segments of the market. We will gain a competitive advantage by keeping R&D costs, production costs and material costs to a minimum, enabling the company to compete on the basis of price. Prices will be below average. Automation levels will be increased to improve margins and to offset second shift/overtime costs.
Mission Statement

Premium products for technology oriented customers: Our brands dene the cutting edge. Our primary stakeholders are customers, stockholders, management and employees.

Low-priced products for the industry: Our brands offer solid value. Our primary stakeholders are bondholders, customers, stockholders and management.

Cost Leader with Product Lifecycle Focus

A Cost Leader with a Product Lifecycle Focus centers on the High End, Traditional and Low End segments. We will gain a competitive advantage by keeping R&D costs, production costs and material costs to a minimum, enabling us to compete on the basis of price. Our product lifecycle focus will allow us to reap sales for many years on each new product we introduce into the High End segment. Products will begin their lives in the High End, mature into Traditional and nish as Low End products.
Mission Statement

Broad Differentiation
A Broad Differentiation strategy maintains a presence in every segment of the market. We will gain a competitive advantage by distinguishing products with an excellent design, high awareness and easy accessibility. R&D competency is developed that keeps designs fresh and exciting. Products keep pace with the market, offering improved size and performance. Prices will be above average. Capacity is expanded as higher demand is generated.
Mission Statement

Premium products for the industry: Our brands withstand the tests of time. Our primary stakeholders are customers, stockholders, management and employees.

Reliable products for mainstream customers: Our brands offer value. Our primary stakeholders are bondholders, stockholders, customers and management.

Niche Cost Leader (Low Technology)

A Niche Cost Leader Strategy concentrates primarily on the Traditional and Low End segments of the market. We will gain a competitive advantage by keeping R&D costs, production costs and material costs to a minimum, enabling the company to compete on the basis of price. Prices will be below average. Automation levels will be increased to improve margins and to offset second shift/ overtime costs.
Mission Statement

Differentiation with Product Lifecycle Focus

A Differentiation with a Product Lifecycle Focus strategy concentrates on the High End, Traditional and Low End segments. We will gain a competitive advantage by distinguishing our products with excellent design, high awareness, easy accessibility and new products. We will develop an R&D competency that keeps our designs fresh and exciting. Our products will keep pace with the market, offering improved size and performance. We will price above average. We will expand capacity as we generate higher demand.
Mission Statement

Reliable products for low technology customers: Our brands offer value. Our primary stakeholders are bondholders, stockholders, customers and management.

Premium products for mainstream customers: Our brands withstand the tests of time. Our primary stakeholders are customers, stockholders, management and employees. ______________

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Guiding Your Company

11

Balanced Scorecard

Instructors can activate a performance measurement tool called The Balanced Scorecard. Balanced Scorecards allow companies to gauge their performance by assessing measures in four categories:

Financial includes profitability, leverage and stock price; Internal Business Process ranks, among other measures,
contribution margin, plant utilization and days of working capital; Customer examines the companys product line, including how well it satises buying criteria and awareness/ accessibility levels; Learning and Growth evaluates employee productivity.

11.1 Guiding Your Company

The Internal Business Process and Customer perspectives can crosscheck company performance. For example, under Internal Business Process, a low score for Contribution Margin generally indicates the company is unprotable the company should look at its cost and pricing structures. Under the Customer perspective, a poor Buying Criteria score suggests the company should consider R&D projects to improve the product line. As you enter decisions in the Capstone Spreadsheet, projections of the Balanced Scorecard results for the upcoming year are available via the Proforma menu. Scores from previous years are available on the website; login to your simulation then click the Reports link. ______________

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Guiding Your Company

Index
A
Accessibility 3, 13, 18, 32 Accounts Payable (A/P) 15, 17 Accounts Receivable (A/R) 9, 15, 17 Actual Sales 33 Advanced Marketing 27 Age 4, 5, 8, 10, 12, 19, 32 Annual Reports 20 Automation 3, 4, 11, 14, 15, 16, 30 Awareness 3, 9, 13, 18, 19, 32

E
Earnings Per Share (EPS) 16 Emergency Loans 3, 17

P
Perceptual Map 5, 6, 10, 15, 19, 28 Performance
Product Attribute 3, 11, 28 Segment 6

F
Finance 4, 15, 17, 30, 31, 34 Fine Cut
MTBF 8 Positioning 8, 28 Price 8

Forecasting 3, 13, 29, 33

H
High End 5, 6 Human Resources 20

Positioning 4, 5, 7, 8, 19, 28, 31, 32 Potential Sales 19, 33 Practice Rounds 4 Price 3, 4, 5, 8, 19, 32 Production 3, 4, 17, 30 Productivity Index 21, 27 Proformas 2, 20, 34 Promotion Budget 3, 12, 13, 19

R I
Ideal Spot 7, 19, 29 Income Statement 2, 14, 15, 20 Industry Conditions Report 2, 28 Industry Demand Analysis 29 Invent a Sensor 2, 3, 10, 11, 13 Recruiting Spend 24 Rehearsal Tutorial 4 Reliability 2, 3, 4, 5, 8, 10, 11, 19, 31, 32 Research & Development (R&D) 2, 3, 6, 15, 28 Rough Cut
MTBF 8 Positioning 7, 28 Price 8

B
Balance Sheet 2, 15, 20 Bonds 3, 15 Book Value 16 Buying Criteria 4, 7, 19, 32

C
Capacity 3, 4, 14, 16, 30 Capacity Analysis 30 Capstone Courier 2, 18, 28 Capstone Spreadsheet 4 Cash Flow Statement 2, 20 Competition Rounds 4 Complement 21, 22, 23 Computer Prediction 13, 34 Consumer Report 32 Create a Sensor 2, 3, 10, 11, 13 Current Debt 3, 15, 16, 17 Customers 2, 4, 5, 19 Customer Survey Score 6, 7, 9, 18, 19, 32

L
Labor Cost 3, 14, 17, 18, 21, 23, 24, 25, 26, 31 Labor Negotiations 20, 23, 26 Long Term Debt 3, 15 Low End 5

S
Sales Budget 3, 12, 13, 19 Sales Forecasting 3, 13, 29, 33 Segment Drift 5, 28 Segment Positions 28, 32 Segments 4, 5, 6, 11, 12 Sellers Market 10 Situation Analysis 28 Size
Product Attribute 3, 11, 28 Segment 6

M
Margin Analysis 31 Marketing 3, 4, 6, 12, 28 Market Segments 4, 5, 6, 11, 12 Market Share 19 Material Cost 10, 11, 24, 25, 31 MTBF (Mean Time Before Failure) 2, 3, 4, 5, 8, 10, 11, 19, 31, 32

D
December Customer Survey Score 18 Demand Analysis 29 Discontinue a Sensor 3, 14 Dividend 3, 15, 16 Drift 5, 28

Starting Position 26, 27 Stock 3, 15, 16 Survey Score 6, 7, 9, 18, 19, 32

T
Terminate a Sensor 3, 14 TQM/Sustainability 10, 24 Training Hours 24

N
Needed Complement 21, 22, 23 Negotiation Ceiling 26, 27 New Sensor 2, 3, 10, 11, 13

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Guiding Your Company

38

Index
A
Accessibility 3, 13, 18, 32 Accounts Payable (A/P) 15, 17 Accounts Receivable (A/R) 9, 15, 17 Actual Sales 33 Advanced Marketing 27 Age 4, 5, 8, 10, 12, 19, 32 Annual Reports 20 Automation 3, 4, 11, 14, 15, 16, 30 Awareness 3, 9, 13, 18, 19, 32

E
Earnings Per Share (EPS) 16 Emergency Loans 3, 17

P
Perceptual Map 5, 6, 10, 15, 19, 28 Performance
Product Attribute 3, 11, 28 Segment 6

F
Finance 4, 15, 17, 30, 31, 34 Fine Cut
MTBF 8 Positioning 8, 28 Price 8

Forecasting 3, 13, 29, 33

H
High End 5, 6 Human Resources 20

Positioning 4, 5, 7, 8, 19, 28, 31, 32 Potential Sales 19, 33 Practice Rounds 4 Price 3, 4, 5, 8, 19, 32 Production 3, 4, 17, 30 Productivity Index 21, 27 Proformas 2, 20, 34 Promotion Budget 3, 12, 13, 19

R I
Ideal Spot 7, 19, 29 Income Statement 2, 14, 15, 20 Industry Conditions Report 2, 28 Industry Demand Analysis 29 Invent a Sensor 2, 3, 10, 11, 13 Recruiting Spend 24 Rehearsal Tutorial 4 Reliability 2, 3, 4, 5, 8, 10, 11, 19, 31, 32 Research & Development (R&D) 2, 3, 6, 15, 28 Rough Cut
MTBF 8 Positioning 7, 28 Price 8

B
Balance Sheet 2, 15, 20 Bonds 3, 15 Book Value 16 Buying Criteria 4, 7, 19, 32

C
Capacity 3, 4, 14, 16, 30 Capacity Analysis 30 Capstone Courier 2, 18, 28 Capstone Spreadsheet 4 Cash Flow Statement 2, 20 Competition Rounds 4 Complement 21, 22, 23 Computer Prediction 13, 34 Consumer Report 32 Create a Sensor 2, 3, 10, 11, 13 Current Debt 3, 15, 16, 17 Customers 2, 4, 5, 19 Customer Survey Score 6, 7, 9, 18, 19, 32

L
Labor Cost 3, 14, 17, 18, 21, 23, 24, 25, 26, 31 Labor Negotiations 20, 23, 26 Long Term Debt 3, 15 Low End 5

S
Sales Budget 3, 12, 13, 19 Sales Forecasting 3, 13, 29, 33 Segment Drift 5, 28 Segment Positions 28, 32 Segments 4, 5, 6, 11, 12 Sellers Market 10 Situation Analysis 28 Size
Product Attribute 3, 11, 28 Segment 6

M
Margin Analysis 31 Marketing 3, 4, 6, 12, 28 Market Segments 4, 5, 6, 11, 12 Market Share 19 Material Cost 10, 11, 24, 25, 31 MTBF (Mean Time Before Failure) 2, 3, 4, 5, 8, 10, 11, 19, 31, 32

D
December Customer Survey Score 18 Demand Analysis 29 Discontinue a Sensor 3, 14 Dividend 3, 15, 16 Drift 5, 28

Starting Position 26, 27 Stock 3, 15, 16 Survey Score 6, 7, 9, 18, 19, 32

T
Terminate a Sensor 3, 14 TQM/Sustainability 10, 24 Training Hours 24

N
Needed Complement 21, 22, 23 Negotiation Ceiling 26, 27 New Sensor 2, 3, 10, 11, 13

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